Jobs.co.uk
Technical Support Specialist
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About The Role
A Technical Support Specialist is required for a full-time, permanent position based in Hemel Hempstead, HP2. The office-based role operates Monday to Friday, 8:00am to 5:00pm, with a salary of £30,000 to £35,000 per annum, dependent on experience. The successful candidate will join a growing UK technology company specialising in smart door entry, cloud-based access control, and digital communication systems. Responsibilities include providing technical assistance for products such as IPGUARD 4G/GSM wireless video door entry and the EasyConnect cloud-managed platform. Key skills required include strong troubleshooting abilities, experience with networking concepts, and clear customer communication. This role suits a proactive problem-solver who can support clients across housing, security, and property management sectors.
An excellent opportunity for an experienced Technical Support Specialist to join a well-established company!
Job Type: Full-Time, Permanent.
Salary: £30,000 - £35,000 Per Annum, Depending on Experience.
Location: Hemel Hempstead HP2 – Office Based.
Schedule: Monday – Friday, 8:00am – 5:00pm.
About The Company
They are a growing UK technology company specialising in smart door entry, cloud-based access control, and digital communication systems. Their solutions are used by housing providers, local authorities, property managers, and security contractors across the UK, enabling organisations to remotely manage building access, resident information, and connected devices through a secure cloud platform.
Their product range includes IPGUARD 4G/GSM wireless video door entry, EasyConnect cloud-managed access control, IPKEYSAFE remote key management, anti-clone MIFARE access control, and IPNOTICEBOARD digital screens. IPGUARD is Secured by Design accredited and allows residents to receive visitor calls through smartphones and tablets without cabling to individual flats.
About The Role
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The company are looking for a Technical Support Specialist to join their customer support team. You will be one of the first people their customers contact when they need help configuring the platform, deploying a new system, or resolving a technical issue.
In a typical day you might:
- Investigate an issue within their cloud portal or mobile app
- Help a customer configure their system
- Troubleshoot 4G connectivity with a connected device
- Guide an installation engineer through commissioning
- Support a housing provider with managing residents and access credentials
You will work closely with customers, installation partners, and product development team—building a detailed understanding of SaaS platforms, connected devices, and IoT technology. Ultimately you will become someone their customers trust to take ownership of their issues and explain technical information clearly.
Key Responsibilities
- Acting as the first point of contact for customers by telephone, email, and support ticket
- Diagnosing and troubleshooting issues across their cloud platform, mobile applications, and connected devices
- Helping customers and installation engineers configure, commission, and test systems
- Tracking issues to resolution within agreed response times and escalating where necessary with a clear technical handover
- Recording all actions and findings accurately within their CRM, ERP, and support systems
- Supporting customer onboarding and technical training
- Creating and improving internal knowledge-base articles and customer-facing help content
- Identifying recurring issues and feeding back to their product and development teams
Candidate Requirements:
Essential:
- 1–3 years of experience in a customer-facing support, technical support, or service-desk role
- Experience providing support by telephone and email for software, SaaS, hardware, or another technical product
- A methodical approach to investigating and troubleshooting issues
- Excellent written and verbal communication skills, including the ability to explain technical information clearly to non-technical users
- Strong organisational skills, attention to detail, and the ability to manage multiple open issues simultaneously
- A curious mindset, a genuine interest in how products work, and the confidence to take ownership of assigned issues
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Desirable:
- Experience using help-desk or ticketing platforms such as Zendesk, Freshdesk, Odoo, or Jira
- Exposure to IoT products, connected devices, mobile application support, or 4G/network connectivity troubleshooting
- Experience within door entry, access control, CCTV, security systems, or building technology
- Experience writing customer-facing instructions, knowledge-base articles, or help content
You do not need to meet every desirable requirement. Candidates who demonstrate strong problem-solving skills, clear communication, and a genuine ownership mindset are encouraged to apply.
Why Join Them?
- Work across the full product ecosystem—cloud software, mobile applications, connected devices, and access control—rather than supporting just one part of a system
- Take meaningful ownership of customer issues from an early stage and work directly with the engineers and developers building the products
- Join a small, capable team in a growing UK technology company where your ideas and feedback make a genuine difference
Company Benefits
- 25 days annual leave plus bank holidays
- Workplace pension
- Private health insurance
- Regular product and technical training and personal development opportunities
- Modern equipment and a bright, well-equipped serviced office in Hemel Hempstead
If you feel that you have the relative skills/attributes to fulfil this role then please apply now for immediate consideration.
The employer fully supports Equality in Employment. All employment is decided based on qualifications, merit, and business need.
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