1st Line Technical Support Desk - CCTV​/ANPR Installations

Company Description

Agena Group is on an exciting and ambitious growth trajectory with diversification and innovation at its heart, underpinned by strong social value and ESG credentials, and celebrated as a multiple-award winner. Yes, our roots are in car-park management, however, we re so much more - expanding into new verticals to disrupt industry norms and elevate our sector with technology-led solutions that deliver measurable business impact for our clients, as well as improve the public s everyday experience of travel and parking.

Do you have experience providing phone and email support for CCTV systems? We are looking for a new team member to join our expanding team! In this office-based role, you will be providing troubleshooting and system maintenance advice to field-based CCTV and ANPR engineers via the phone and email.

• Act as the primary point for firstline technical support within the Technical Services team, handling telephone and email inquiries from external customers and colleagues.
• Provide prompt and professional troubleshooting for CCTV cameras, kiosks, payment systems, and related hardware and software, ensuring daily checks and issue resolution within agreed KPIs.
• Monitor, diagnose, and maintain surveillance infrastructure to ensure optimal performance and uptime—for example system patches, firmware updates, and network configuration.
• Maintain and update internal records, databases, asset-management lists, and job-tracking systems.
• Document all support interactions, resolutions, and recurring issues in a knowledge-base or ticketing system to drive process improvements.
• Collaborate effectively with internal teams and escalate complex cases to senior engineers or third-party vendors when required.
• Embrace and promote a customer-first culture, demonstrating empathy, patience, and clear communication in every interaction.

• Proven support experience—ideally 1-3 years—in CCTV or general technical support, including hardware troubleshooting, networking fundamentals and software configuration.
• Familiarity with surveillance systems, CCTV protocol, kiosk / payment hardware, and remote diagnostic tools.
• Strong troubleshooting mindset, able to isolate root cause and deliver effective technical resolution.
• Excellent written and verbal communication skills, with the ability to explain technical issues to technical and nontechnical users.
• Highly organised, detail-oriented, and comfortable managing multiple tickets or cases under time pressure.
• Customer-centric approach: patient, empathetic, and committed to going the extra mile for high service quality.
• Familiarity with ticketing systems (e.g. Zendesk, Jira Service Desk), knowledge base tools (e.g. Confluence), and CRM is a plus.
• Initiative to assist with asset and logistics tracking, and willingness to contribute to process improvements and team training.

We believe that the way we do business is as important as the business that we do. Operating with integrity and high ethical standards is the Agena Group way. Our values reinforce our behaviours and what is important to us. Living these values is essential to our success.

• Ambitious: we aim for world class service
• Disruptive: we re here to change the industry
• Ethical: we do things for the right reasons
• Insightful: we use research to guide our decisions
• Collaborative:
  We re better when we work together
• Innovative: we help people see things differently

• Salary: £26,000 per annum
• Shifts:
  
  40 hours per week, Monday - Friday 9am - 5pm
• Location:
  
  Newton Abbot. There is free onsite parking. The office dress code is smart casual.
• Our selection process is as follows:
  Application - Competency Based Interview - Task
• You must be able to legally live and work in the UK without sponsorship
• The postholder may be required to travel to external meetings on occasion by the most effective means available

We know there s more to life than work - that s why when you join Agena, you ll get your pick of our amazing benefits through our Enjoy Benefits platform. That includes discounts on gym memberships, travel bookings, high street vouchers and days…