Technical Support Engineer

As a Technical Support Engineer at AddSecure, you’ll be a trusted technical partner for our customers and a key link to our internal teams—solving issues hands-on while also contributing to testing and quality improvements across our web platforms.

AddSecure is a leading European provider of secure IoT connectivity and end-to-end solutions. We help customers optimise operations, drive business value, and protect vital functions. Our business unit Smart Alarms delivers secure monitored alarm transmission and reliable crisis communication solutions - helping organisations and rescue teams prevent incidents and respond when emergencies occur.

The team

NGP (Next Generation Platform) Operations supports AddSecure’s customer-facing services and the internal systems behind secure alarm transmission, remote management, and dedicated connectivity.

About The Job

As a Technical Support Engineer, you’ll be the go-to technical contact for ARCs and installers—handling T1/T2 troubleshooting across hardware, software, and platform features (including remote management and dedicated broadband). You’ll also contribute to product and feature testing to help improve our web platforms.

Technical support (T1/T2):

• Handle T1/T2 technical cases via phone and email
• Troubleshoot, resolve, and document cases; escalate to T3 when needed
• Supportoring support installation companies with commissioning of new equipment

• Support ARCs with equipment and subscription administration (alarm grading changes, transfers, reactivations, cessations)
• Onboard new ARC customers
• Monitor equipment orders via AddSecure’s e-commerce portal and help resolve delivery/billing issues

• Order and manage new broadband connections via AddSecure’s in-house ISP
• Coordinate with BT/Openreach to support installations (fibre/copper hardware)
• Manage broadband faults and escalate with BT/Openreach as required

• Define test cases/specifications with the team
• Document outcomes and report defects
• Track bugs and follow up on fixes

You are customer-focused, proactive, and steady under pressure. You enjoy investigating problems, taking ownership, and collaborating across teams. You communicate clearly – both with technical and non-technical stakeholders – and you document your work as you go.

We also believe you bring:

• Strong service mindset and customer focus
• Ability to work independently and as part of a team
• Clear, concise spoken and written English
• Calm, friendly, and professional telephone manner
• High computer literacy and comfort working in ticket-based environments
• Ability to investigate technical issues and explain them to different audiences
• Understanding of how systems connect and interact
• Basic awareness of handling confidential information securely
• Basic understanding of LAN, WAN, and cellular networks

Essential:

• Working knowledge of Microsoft Office
• Undergraduate degree in a technical/science/engineering field

• 4+ years installing and maintaining safety-critical electronic equipment and/or commercial IoT devices, or
• 4+ years in a technical support desk role handling T1/T2 queries for commercial/business IT systems

• Experience in B2B technical support
• Experience with EN 50131 / EN 50136 compliant alarm equipment
• Experience working for an ISP (B2B or B2C)
• Familiarity with Salesforce
• Intermediate Excel skills
• Basic understanding of electronics and electrical safety
• Clean driving licence
• Willingness to work on an out-of-hours rota

Our employees are our greatest asset and for us it is of great importance to build a culture where our employees thrive and want to perform. You will be part of a motivated team in an international company. In addition, we offer:

• Insurance package
• Pension
• 25 days annual leave
• Parking
• Health care benefits

If you seek a company that encourages you to be yourself and to have fun at work, where your work contributes to a safer, smarter, and more sustainable world, then AddSecure might be your destination. Join our growing international team, where each day is an opportunity to make a real difference.

Would you like to take part in our journey? Apply by attaching your CV and answering a couple of questions, we look forward to receiving your application.

We work competence-based throughout the process, and this includes psychological tests, interviews, and reference taking. For this reason, we use Alva Lab's assessment methods to help us identify candidates most likely to thrive and fit the role.

We conduct background checks on all our employees, and you need to be eligible to work in UK. Successful applicants for this role may need to undergo additional or recurring background checks during their time with AddSecure.

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