IP Door Entry Ltd
Technical Support Specialist
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Technical Support Specialist – SaaS and Connected Devices
£30,000–£35,000 depending on experience
Hemel Hempstead, HP2
Full-time, permanent | Office-based, Monday–Friday | 08:00–17:00
About IP Door Entry
IP Door Entry Ltd is a growing UK technology company specialising in smart door entry, cloud-based access control and connected building technology.
Our systems combine cloud software, mobile applications, 4G connectivity and IoT devices to help housing providers, local authorities, property managers and security contractors manage building access remotely.
Our solutions include IPGUARD wireless video door entry, EasyConnect cloud-managed access control, IPKEYSAFE remote key management and IPNOTICEBOARD digital communication screens.
The Role
We’re looking for a Technical Support Specialist to join our team in Hemel Hempstead.
You’ll be one of the first people our customers and installation engineers contact when they need help configuring a system, commissioning new equipment or resolving a technical issue.
This is a varied technical role. In a typical day, you might troubleshoot an issue within our cloud portal or mobile app, investigate 4G connectivity, remotely configure a site, guide an installation engineer through commissioning or help a housing provider manage users and access credentials.
You’ll work across both software and connected hardware and develop a detailed understanding of SaaS platforms, IoT devices, access control and mobile technology.
What You’ll Be Doing
- Providing first-line technical support by telephone, email and support ticket
- Diagnosing issues across our cloud platform, mobile applications and connected devices
- Helping customers and engineers configure, commission and test systems
- Taking ownership of technical issues through to resolution
- Escalating more complex issues with a clear technical handover
- Programming and remotely configuring customer sites
- Accurately recording actions and findings within our CRM, ERP and support systems
- Supporting customer onboarding and technical training
- Creating and improving help guides and knowledge-base content
- Identifying recurring issues and feeding these back to our product and development teams
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What We’re Looking For
Essential
- 1–3 years’ experience in technical support, customer support, service desk or a similar customer-facing technical role
- Experience supporting software, SaaS, hardware or another technical product by telephone and email
- Strong troubleshooting and problem-solving skills
- Excellent written and verbal communication
- Ability to explain technical information clearly to non-technical users
- Strong organisation and attention to detail
- Confidence managing multiple open issues and taking ownership through to resolution
- A curious mindset and genuine interest in understanding how technology works
Desirable
- Experience with helpdesk or ticketing platforms such as Zendesk, Freshdesk, Odoo or Jira
- Exposure to IoT, connected devices, mobile app support or 4G/network troubleshooting
- Experience within door entry, access control, CCTV, security systems or building technology
- Experience creating customer instructions or knowledge-base content
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You don’t need to meet every desirable requirement. If you’re a strong problem solver, communicate clearly and enjoy taking ownership of technical issues, we’d still like to hear from you.
Why Join IP Door Entry?
- Work across cloud software, mobile apps, connected devices and access control rather than supporting just one technology
- Take genuine ownership of customer issues from an early stage
- Work directly with the engineers and developers building our products
- Join a growing UK technology company where your ideas and feedback can make a real difference
- Regular product and technical training with opportunities to develop your skills
Benefits
- £30,000–£35,000 salary depending on experience
- 25 days’ annual leave plus bank holidays
- Private health insurance
- Workplace pension
- Regular product and technical training
- Personal development opportunities
- Modern equipment and a bright, well-equipped serviced office in Hemel Hempstead
How to Apply
Apply through LinkedIn with your CV.
Our recruitment process includes an introductory telephone/video call, a short practical exercise and a final interview with members of the team.
IP Door Entry Ltd is an equal-opportunities employer. We welcome applications from all suitably qualified candidates and are happy to make reasonable adjustments at any stage of the recruitment process.
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