Lead Technical Support Engineer - Work From Home / Midshift - Remote

Overview

We are seeking a Lead Technical Support Engineer to provide advanced remote support for enterprise security systems, networking, databases, and IT infrastructure. The role involves troubleshooting complex technical issues, supporting UK clients and field engineers, managing escalations, and ensuring timely resolution across access control, CCTV, VMS, and related platforms. You will also contribute to process improvement, technical documentation, and the ongoing growth of the remote support function within a collaborative UK-focused environment.

In Short

• Provide advanced remote technical support for enterprise security systems, including access control, CCTV, VMS, and intercom platforms.
• Troubleshoot and resolve complex issues involving networking, databases, Windows Server, and IT infrastructure.
• Support UK clients and field engineers with commissioning, configuration, integrations, and fault diagnostics.
• Manage support tickets, escalations, root cause analysis, and technical documentation in line with service standards.
• Diagnose network and system issues using tools such as Wireshark, SQL Server, RDP, and remote access platforms.
• Apply cybersecurity best practices, including MFA, patching, secure configurations, and access management.
• Contribute to process improvements, knowledge sharing, and the development of remote support procedures and documentation.

Requirements

• Experience in technical support for enterprise security systems.
• Strong troubleshooting skills for networking and IT infrastructure.
• Familiarity with UK market and client requirements.
• Ability to manage escalations and technical documentation.
• Knowledge of cybersecurity best practices.
• Excellent communication skills.

Benefits

• Work from home flexibility.
• Opportunity for professional growth and development.
• Collaborative team environment.
• Exposure to advanced security technologies.