About this role
Salary: £30,000 - 35,000 per year
Requirements: 1–3 years of experience in a customer-facing support, technical support or service-desk roleExperience providing support by telephone and email for software, SaaS, hardware or another technical productA methodical approach to investigating and troubleshooting issuesExcellent written and verbal communication skills, including the ability to explain technical information clearly to non-technical usersStrong organisational skills, attention to detail and the ability to manage multiple open issues simultaneouslyA curious mindset, a genuine interest in how products work and the confidence to take ownership of assigned issuesExperience using help-desk or ticketing platforms such as Zendesk, Freshdesk, Odoo or JiraExposure to IoT products, connected devices, mobile application support or 4G/network connectivity troubleshootingExperience within door entry, access control, CCTV, security systems or building technologyExperience writing customer-facing instructions, knowledge-base articles or help content Responsibilities: Act as the first point of contact for customers by telephone, email and support ticketDiagnose and troubleshoot issues across our cloud platform, mobile applications and connected devicesHelp customers and installation engineers configure, commission and test systemsTrack issues to resolution within agreed response times and escalate where necessary with a clear technical handoverRecord all actions and findings accurately within our CRM, ERP and support systemsSupport customer onboarding and technical trainingCreate and improve internal knowledge-base articles and customer-facing help contentIdentify recurring issues and feed back to our product and development teams Technologies: CloudCRMERPHardwareIoTSupportJIRAMobileNetworkOdooSecurityZendesk More:
We are a growing UK technology company specialising in smart door entry, cloud-based access control and digital communication systems. Our solutions are used by housing providers, local authorities, property managers and security contractors across the UK, enabling organisations to remotely manage building access, resident information and connected devices through a secure cloud platform. Our product range includes IPGUARD 4G/GSM wireless video door entry, EasyConnect cloud-managed access control, IPKEYSAFE remote key management, anti-clone MIFARE access control and IPNOTICEBOARD digital screens. We offer a full-time, permanent office-based role in Hemel Hempstead, Monday to Friday, 8:00am to 5:00pm, with a salary of £30,000 to £35,000 depending on experience. We also provide 25 days annual leave plus bank holidays, a workplace pension, private health insurance, regular product and technical training, personal development opportunities, and modern equipment in a bright, well-equipped serviced office. We are a small, capable team where your ideas and feedback make a genuine difference.
last updated 32 week of 2026