Technical Support Specialist

Technical Support Specialist

Department: Technical Services and Support

Employment Type: Permanent - Full Time

Location: Deister UK HQ

Reporting To: Head of Technical

Do you like the idea of working with great people on great solutions?

We are on a mission to unlock more value for our customers through the power of our people and solutions. We are an independent growing family-owned business with global geographic coverage and our skilled workforce serves a diverse customer base across the public and private sector.

Based in our purpose-built offices in Lincolnshire, deister have been at the forefront of the UK security sector for over 38 years. As a specialist design and manufacturing company, we develop and produce class leading solutions trusted across critical sectors and industries. With a reputation built on innovation, value engineering and trust, we are proud to be a leading provider of advanced identification solutions that protect people, assets, and infrastructure.

Our product portfolio includes:

• Intelligent Key and Asset Management Solutions
• Gov Pass compliant and NPSA assured Access Control Readers and Credentials
• Long-Range Vehicle Identification Systems
• Wireless Locking Systems
• Secure Physical and Mobile Credentials

Interested in joining deister? Learn more about us on our careers portal.

We are seeking a motivated and customer focused Technical Support Specialist to provide first line technical assistance to our customers. This role involves troubleshooting hardware and software issues, supporting installations, and ensuring customer satisfaction through timely and effective solutions.

• Use knowledge and experience to troubleshoot customers operational and maintenance issues via phone, email and remote tools for deister’s software and hardware systems.
• Correctly record all technical queries and communications to allow all departments to review the current situation and the answers provided to the customers.
• Identify and define opportunities for development of products and services provided by the company.
• Assist customers with product setup, configuration, and troubleshooting.
• Collaborate with engineering and product teams to elevate and solve complex issues.
• Support field technicians and partners during installations and maintenance.
• Conduct product testing and provide feedback to improve quality and usability.
• Participate in training sessions and stay current on product updates and technologies.
• Support the sales team as the technical expert during sales calls and provide product demonstrations.
• Occasional visits to customer sites.

We have put together some criteria that we think is important for this role, but don’t worry if your experience and expertise isn’t an exact match. If you feel that you can add value to our role and to our business more broadly, we would welcome your application and be eager to learn more about you.

Essential

• At least 5 years in technical support or a customer-facing IT role.
• Higher educated in Information Technology, Electronics, or a related field.
• Proficiency in using hand tools, power tools, and a voltmeter.
• Hand soldering skills.
• Strong troubleshooting skills with hardware, software, and networking.
• Familiarity with Windows OS, networking protocols, and remote support tools.
• Excellent written, telephone and face-to-face communication skills.
• Ability to work independently and manage multiple support cases.
• Be a problem solver, and not afraid to use new ideas, initiatives and challenge our processes.
• Good with detail and able to see tasks through to completion swiftly and effectively.
• Capable of responding effectively in a crisis situation.
• Comfortable working in a highly collaborative team where mutual support and shared success is valued.
• Fluent in written and spoken English.
• Full UK driving license.

Desirable

• Security system installation experience (Access Control, CCTV, etc.).
• Experience working with Access Control software (e.g., CCURE, Lenel, Genetec, Gallagher).
• Understanding of communication protocols (RS485, Wiegand, OSDP).
• Understanding of Networks (IP addresses, Ports, etc.).
• Working knowledge of SQL database management.
• 3D CAD…