Customer Support

Purpose

• Deliver high-quality technical support to internal users and customers, ensuring systems and services operate reliably and securely.
• Work as part of a collaborative support function, resolving issues, enabling users, and contributing to a positive and efficient service experience across the organisation.

Major Responsibilities

• Troubleshoot software issues across primarily Windows-based environments
• Investigate and resolve technical issues in a timely and effective manner
• Manage user accounts and access permissions across systems
• Support system configuration and investigate programming queries related to security and operational platforms
• Communicate with users via phone and email, providing clear and helpful support
• Deliver product training and guidance to internal users
• Maintain accurate records of incidents and resolutions within ticketing systems
• Collaborate with technical teams to resolve more complex issues
• Use remote support tools to diagnose and resolve issues efficiently
• Identify recurring issues and contribute to continuous improvement initiatives

What Success Looks Like

• You deliver a responsive, high-quality support experience for users and customers
• You resolve technical issues efficiently, minimising disruption to business operations
• You communicate clearly and build trust with users
• You maintain accurate records and follow support processes consistently
• You contribute to improved service performance through proactive problem solving
• You support a collaborative, learning-focused team environment

Experience & Knowledge

Must-Have Qualifications

• Proficiency in Microsoft Office Suite (Word, Excel, Outlook)
• Strong verbal and written communication skills
• Customer-focused mindset with a genuine desire to help others
• Willingness and ability to learn new technologies and systems

Nice-to-Have Qualifications

• Experience with security alarm panels or panel programming
• Experience using ticketing systems (e.g., Jira, ServiceNow)
• Familiarity with modern browsers and web applications
• Experience with remote support tools (e.g., TeamViewer, AnyDesk)
• Basic understanding of networking concepts (TCP/IP, DNS)

Skills & Competencies

• Strong problem-solving and troubleshooting capability
• Clear and confident communication
• Customer-focused approach to supporting users
• Ability to prioritise and manage workload effectively
• Adaptability and openness to learning
• Collaborative approach to working across teams
• Attention to detail and commitment to service quality

Why Join Us

• Be part of a supportive and collaborative environment where your contribution directly improves the experience of users and customers.
• Our People Promise – Securitas Technology EVP
• Join a values-driven, diverse, and inclusive workplace. We offer clear career pathways, growth opportunities, recognition for achievements, and a global, collaborative team.

As part of our EVP, we offer

• Career pathways and growth opportunities
• A global, values-driven team
• Recognition for achievements
• Inclusive, collaborative culture
• Purposeful work that makes the world safer
• Support for innovation and sustainability

Securitas Technology is committed to diversity and is an equal opportunity employer; all qualified applicants are welcome.