Fire and Security - Remote Support Engineer

Securitas

2d•Remote

About The Position

The Remote Support Engineer provides remote diagnosis and triage of systems installed in the field. The role supports customers and field engineers by investigating system issues and assisting with installation, upgrades, and servicing. Work takes place in 8-hour shifts between 4:00 p.m. and 8:00 a.m., including weekends, with one day off per week. The position requires previous experience in the security industry and familiarity with security products including intruder alarms, CCTV, and fire systems. The engineer maintains accurate records in the ticket system, follows defined support processes, tests software releases, applies fixes to customer systems, and shares feedback internally. The role also involves identifying customer training needs, carrying out offline testing on customer data, attending meetings, and contributing to team objectives in a fast-moving market.

Requirements

3–5 years of experience in the electronic security service industry.
Previous experience working within the security industry.
Experience with security products, including intruder, CCTV, and fire systems.
PC literacy, including MS Office, Outlook, and Excel.
Good written and verbal communication skills.
Proactive approach and ability to work on own initiative.
Ability to interact effectively across departments.
Ability to influence effectively.
Excellent knowledge of networking and IP connectivity.
Understanding of intruder, fire, CCTV, T&A, and access control systems.
Ability to follow detailed instructions.
Good business understanding.
Interpersonal, communication, relationship-building, and networking skills.
Desire to improve, learn, and take on new challenges.
Ability to work as part of a team and set leadership examples.

Responsibilities

Record customer and engineer interactions accurately through the ticket system.
Provide remote assistance to investigate and identify customer issues.
Support engineers installing or upgrading customer systems and servicing systems.
Follow the defined support ticket management process and meet targets.
Test software releases.
Apply fix releases to customer systems.
Provide feedback to other departments internally.
Attend internal and external meetings as required.
Identify customer training requirements.
Carry out offline testing on customer data as required.
Contribute to team goals and objectives.