Alarm and CCTV Technical Support Specialist Technical Support · Head Office - Earlsfield

Banham Group; Greater London; Hybrid; GBP 10,000 - 40,000; Full time

Job description

Are you currently a Security & Fire Engineer looking for a new challenge? Do you enjoy helping and resolving Alarm and CCTV technical issues and are always looking for ways to improve a service or process? Are you customer-orientated and driven to deliver an exceptional customer experience?

Banham is a leading provider of cutting-edge security solutions, specializing in alarm and CCTV systems. Our commitment to security excellence and customer satisfaction has positioned us as an industry leader. We are currently seeking a skilled and dedicated Alarm and CCTV Technical Support Specialist and Continuous Improvement Lead to join our team and provide exceptional technical support to our customers.

Who are we?

Banham is a family-owned, family-run business that has been providing security solutions since 1926. We operate throughout the Southeast of England offering a comprehensive service on all aspects of physical and electronic security. Most importantly, however, are the people who make up Banham. Our dedicated employees live and breathe collaboration; they inspire and learn from each other while upholding our five core values: Family, Pride, Trust, Leadership, and Making a Difference. Employees who began their Banham careers as trainees now head up our key departments, and we are proud to foster a working environment that encourages staff to stay with us for many years.

What can you bring to Banham?

Your product knowledge of working with:

• Pyronix, HikVision, Comelit, Paxton, BPT, EMS, HyFire, as well as a general knowledge of Alarms, CCTV, Fire, Access control, and Entry systems will enable you to:

• Liaise with customers and answer their technical queries via telephone and email to give advice and guidance for burglar alarms, fire alarms, CCTV, access control, and door entry systems.
• Liaise with Service, Maintenance, and Installations departments, organizing engineer visits if required to assist customers onsite.
• Work with the Product Validation Manager on any new & upgraded products/services implementation to provide testing resource as and when required.
• Give technical support and guidance to all Banham group engineers.

As well as your technical expertise you will also bring:

• Good organizational and time management skills.
• Good level of administrative and IT skills - you will be working with multiple systems at any one time.
• Ability to communicate with all levels from senior management to operational staff and engineers.
• Desire to proactively work with the product team and external product suppliers to find root causes of issues raised both internally and externally.
• Work with the Technology team to implement new innovative technologies and processes to reduce call volume and time on calls into technical support both via engineers and consumers.
• Collaborate with the customer service team to produce more self-serve content for the website for Banham’s consumer base.
• Support other departments or individuals with any technical product queries they may have.
• Report any trends or issues relating to problems with equipment, engineers, suppliers, or others to your manager and escalate to the Head of Product.
• Review and update the department's working and quality manual when necessary.

What will you get in return?

You will be entitled to a competitive salary of up to £40K PA (depending on experience) and a great range of benefits including:

• An employee assistance program (EAP) providing access to a 24/7 free, confidential advice service for personal and professional problems.
• Personal Accident Insurance Scheme covering accidents at work and outside of work.
• Subsidised Private Medical Cover after 12 months of service.
• Auto-enrolment into our pension scheme.
• Annual season ticket loan & Banham interest-free loan.
• Cycle to work & Tech scheme.
• Training and development opportunities (including day releases for studies).
• Company equipment tailored to your role (laptop, mobile, additional screens - where applicable).
• Up to 50% off Banham products.
• Banham Social Events.
• Employee recognition rewards and moments of magic prizes.
• Recruitment referral bonus scheme earning up to £500 per successful referral (T&Cs apply).
• Enhanced Sick Pay for absence related to COVID-19.
• Charity events throughout the year – Banham is proud to be working with The Royal Marsden Cancer Charity.

If you share our values and have the drive and enthusiasm to help us fulfill our vision of significant growth, we would love to hear from you. Please click APPLY now to register your interest.

Banham is an equal opportunities employer providing employment to its team members and applicants without regard for their sex, gender, race, national origin, religion, age, sexual orientation, disability, or any other category protected by law.

We welcome diversity and provide equal opportunities to applicants based on experience, talent, and qualification for the job.

*Hybrid working may vary according to job role and location.