Service Desk Engineer - CCTV
On site
Keighley, United Kingdom
£ 47,000 / year
Full Time
03-04-2025
Job Specifications
CCTV and VMS Engineer
The Role
This is an office-based role, with occasional on-site work. The purpose of the Senior CCTV Engineer is to provide remote support and incident resolution for our clients, ensuring prompt and effective handling of technical issues and maintaining critical system uptime. Customer satisfaction is key, maintaining an average of 8.5/10 per customer by creating strong client relationships, adhering to SLAs, and contributing to the smooth operation of client’s critical, sometimes life and death, services.
The ideal candidate will have excellent communication skills, strong technical skills and customer management skills. We want customers to feel that their level of service delivery is excellent, not just that their SLAs are being met.
The engineer will support our customer base from our office, just outside Keighley, utilising the KPI’s and monitoring visible to them. This extends to site visits (offices, energy sites, data centres, public venues and highways) for pro-active and reactive visits across the United Kingdom and sometimes abroad, to resolve user, software and physical hardware issues.
The support requirement covers a small amount of end-user support, but the majority of support covers customer specific devices, infrastructure, servers, networking and IT security. You will be working with IT and CCTV Managers as well as IT illiterate users who need clear guidance, experience with both is necessary for this role.
Required Skills
Experience in CCTV and VMS systems and infrastructure, ideally Milestone and BriefCam.
Experience as a Support Engineer, IT Support Specialist, or similar role.
Highly organised, able to identify what is important and what is urgent, then prioritise accordingly.
Exceptional customer service skills and the ability to communicate technical issues to non-technical users. Comfortable communicating with senior stakeholders, executives and leaders.
Intermediate level user in Microsoft packages especially in Word, Power Point and Excel.
Experience in troubleshooting and supporting Microsoft AD, Azure AD, Windows Server, GPO, Windows Desktop, SQL Server.
Solid networking knowledge – firewalls, LAN configuration, troubleshooting and diagnostics.
Duties and Responsibilities
Aligned with the service desk team maintain a CSAT score of 8.5+ for all customers.
Ensure that we never miss a phone call from customers – answer the phone and work with the team to capture all calls.
React to monitoring alerts as soon as they are raised.
Acting as a technical point of escalation for service desk colleagues to help them resolve tickets the same day (preferably the same hour).
Log tickets for the customer and ensure you are following the Incident and Security Incident Management process every time – “if it’s not in the ticket, it didn’t happen”.
Maintain ticket queue so all tickets include a daily update, never have tickets older than 2 weeks old that do not have a full plan of action to move to resolution.
Change Management – Ensure that you always log a change in accordance with our change management process to fix a fault or satisfy a work request.
Problem Management - Reduce ticket numbers by resolving the problem.
Carry out weekly ticket reviews and monthly Service reviews with customers.
Consider Health & Safety and Information Security as part of the incident and security management process to ensure the confidentiality, integrity and availability of both internal and customer IT assets are maintained at all times.
Ensure complete compliance by yourself and service desk colleagues to all ISO27001, 9001, 14001 & 45001 policies and procedures.
Manage ticket escalations internally and externally (third parties and the customer).
Adhere to our minimum communications standards to ensure colleagues and the customer are kept informed at all stages of incident and problem management.
About you
Ability to obtain Security Clearance and Non-Police Personnel Vetting (NPPV3+SC).
Full UK driving license and own car.
Calm under pressure and able to respond quickly and positively to changes.
Attention to detail and a proactive approach to identifying issues and implementing solutions.
Strong problem-solving skills with the ability to prioritise and multitask.
Excellent communication and interpersonal skills, with a focus on customer satisfaction.
Happy to occasionally travel to customer sites and be away from home as needed.
Willing and able to work occasional evenings and weekends when needed.
About us
We help organisations that rely on technology for critical operations, achieve and maintain a high-performance steady state. We have delivered projects for almost every police force and law enforcement agency in the UK, providing secure resilient networks and managed IT solutions.
If you’re looking to develop your career in a high performing, dynamic team, where you can truly make a difference by delivering the technology that supports critical operations across the UK, this could be your ideal role.
We are firm supporters of environmental, social and corporate governance and recognise that this is key to building a sustainable, investible business.
Key Benefits
We have a BYOD (Bring Your Own Device) scheme (refreshed every 3 years).
33 days holiday (25 days holiday entitlement + 8 days bank holiday).
Holiday roll over and buy back.
Time Off In Lieu (TOIL).
A minimum of 2 company offsites per year.
Personal Training budget of £500 per year for relevant training to your role.
Employee referral scheme – up to £2,500 for finding a new recruit that passes their probation.
For more information on this role, please reach out to Harry at Prince Resourcing on 0208 050 1477 or email harry@prince-resourcing.co.uk
About the Company
Prince Talent & Resourcing firmly believes that the right job can change a person's life, and the right employee or colleague can transform a business. And ensuring that we make the right matches for our clients and candidates is down to how good we are on the inside. Through a combination of experience and sector knowledge, Prince Talent & Resourcing can provide a specialist service to recruiters and candidates alike, placing the right people in the right roles, at the right time. We offer recruitment solutions across the... Know more
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