Job Description

Job Summary

We are seeking a technically capable and customer-focused Support Technician to join our Technical Support team. This Support Technician role involves providing a mix of remote and onsite support to our clients, helping them resolve issues related to ID card printers, identification software, databases, access control systems, and AIDC (Automatic Identification and Data Capture) products. You'll play a key role in delivering outstanding technical service, whether assisting users over the phone or visiting customer sites for hands-on troubleshooting, installation, and maintenance. This is an ideal position for someone who enjoys a varied technical support role and is comfortable working with both hardware and software solutions in real-world environments.

Duties

Provide 1st line technical support to customers via phone, email, and remote tools Troubleshoot and resolve issues with ID card printers; Software platforms; Databases Offer support for access control systems and technology cards Support and configure software installations, updates, and integrations Assist with diagnostics and fault-finding on AIDC products Log, track, and manage support tickets using Freshdesk and Jira Liaise with internal departments and escalate complex issues Maintain accurate technical documentation and contribute to the knowledge base Participate in team training and stay up to date with product developments

Qualifications

Essential

Strong troubleshooting and problem-solving skills Good understanding of Windows OS, networking fundamentals, and databases (e.g. SQL Server) Experience in a technical support, helpdesk, or IT customer service role Excellent communication skills and a customer-first approach Ability to explain technical concepts to non-technical users
Desirable

Experience with ID card printers, access control systems, or AIDC technology Familiarity with card encoding standards and software like EasyBadge, CardExchange, or similar Knowledge of Active Directory, TCP/IP, and remote desktop tools

Behavioural Competencies

Communication - communicates at all levels clearly, listens and involves others in direction and goal setting. Team Building - Builds effective relationships with people at all levels, while motivating and energising others. Leadership - Provides vision and direction, inspires others to follow. Takes responsibility for involving, enabling and motivating people. Commitment to self-development - Is not limited by previous experience and engages actively in improvement activities. Leading Change - Plans for and successfully introduces change leading to improvements. Drive and self-motivation - Achieve success with others, consistently operates as an example for others. Meeting customer needs - Understands the importance of identifying and meeting the needs of external and internal customers. Building customer focus - Works consistently to achieve customer focus and improve service standards within the team. Performance focus - Uses resources effectively, with a clear focus on critical tasks and the achievement of objectives. Decision-making - Analyses situations, makes sound judgements and takes appropriate decisions.
This job description describes the key areas of the post but is not exhaustive. The job description is subject to review and amendment in line with the needs of the business.

If you are passionate about technology and enjoy helping others, we encourage you to apply for this exciting opportunity as a Support Technician.

Job Types: Full-time, Permanent

Pay: 25,400.00 per year

Benefits:

Company events Cycle to work scheme Employee discount Enhanced maternity leave Enhanced paternity leave Free parking Sick pay Work from home
Schedule:

Monday to Friday No weekends
Work Location: In person