Job Title VN524 – Product Support Engineer
Job Type: Full Time
Location: Nottingham/Home Based
Reporting To:  Technology Director

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Company Overview

Synectics Security designs, installs, and maintains integrated end-to-end surveillance control systems for some of the UK’s most demanding security environments. We excel in complex, critical, and regulated environments, where our customers require innovative, tailored solutions they can depend on.

We succeed where our knowledge, experience and deep technical expertise is most valued to our customers, specifically public space and heritage buildings, transport, critical national infrastructure, finance, high security, and custodial markets. With high security systems experience, field proven products and expert support personnel in the UK & Ireland, Synectics Security offers its clients turnkey solutions for comprehensive protection and peace of mind.

The culture at Synectics Security is fast paced, positive and ‘can do’. We hugely value our people and the contributions they make to the success of our customers and our business and strive to offer a challenging and stimulating work environment to promote individual and professional development at all levels.


About the Role

To provide product support and training in the form of technical advice and expertise to Synectics customers, Field Engineers, and Sales/Operations staff and to be the principal liaison between the technology team and Field Engineers.


Duties & Responsibilities

  • Project management of live customer trials, from initial customer liaison and specification confirmation through to installation, user training, regular review, and reporting.
  • Provide software/hardware solutions to staff utilising the company network and hardware.
  • Support of workshop technicians, including day-to-day tasks and activities.
  • Producing and analysing field data, providing recommendations for improvements.
  • Identify and feedback on performance of in-service equipment to allow continuous improvement of reliability.
  • Identify recurring faults and providing efficient solutions.
  • Regular operations and customer reviews of in-service equipment reliability.
  • Supplier products continually enhanced and improved.
  • Supporting the test and development of in-house and OEM equipment.
  • New and updated products tested, approved, and documented.
  • Front line technical support through providing access to online support, Helpdesk, FAQs, and self-help.
  • Responsible for resolution of customer technical queries and support issues.
  • Provide remote and on-site fault finding and fault resolution.
  • The maintenance of our cloud-based document support and managed release of software and firmware updates.
  • Achievement of technical support related targets.
  • Helping deliver and providing tangible input to evolving technology strategy.
  • Positive feedback from clients and colleagues.
  • Provide and deliver effective training, including structured sessions, presentations, and documentation, including one-on-one training to Engineers and Customers.
  • Actively contributing to business process improvements.
  • Technical liaison with suppliers and colleagues.
  • Working with Operations & Sales to ensure seamless delivery.
  • Representing Synectics at customer meetings.
  • Maintaining market knowledge of own and competitor products, trends, and solutions.

Skills & Personal Qualities

  • Strong technical knowledge, encompassing CCTV installation, vehicle design, IT hardware, software, and vehicle electrical skills.
  • Working knowledge of Microsoft operating systems, including Office365.
  • Ability to fault-find and configure Microsoft operating systems.
  • Highly customer-focused to understand customer needs.
  • Excellent team working & people skills – colleagues & clients.
  • Good leadership skills – able to inspire, motivate, lead, challenge and support own team and wider teams.
  • Strong communication & presentation skills (especially listening skills) – to help diagnose customer problems and build relationships.
  • High standards of integrity and reliability – honest & trustworthy.
  • Innovative – high level of initiative.
  • Good planning and organisational skills.
  • Experience of technical author work (documentation/ instructions).
  • Ability to work calmly under pressure.
  • Ability to continually develop, change, adapt and grow.
  • Understanding of technology and able to summarise in simple language.
  • Willingness to undertake travel at short notice and often for extended periods.

Qualifications and Experience

  • Relevant CCTV and electrical qualifications.
  • Sound IT knowledge.
  • Good standard of education (minimum GCSE grade C or above in Maths and English).
  • Ideally from a customer focused background with CCTV and IT skills .
  • Experience of automotive electrical installations.
  • Experience of providing 1st and 2nd line technical support to customers.
  • Knowledge of industry products.
  • Experience of IT networking, cloud computing, Wi-Fi and mobile data infrastructure.
  • Working knowledge of Synectics, Timespace, Streamax, and HikVision range.

Eligibility for Employment in the UK

In accordance with current legislative requirements within the UK, any successful applicant must produce verification of their eligibility to live and work in the UK. Such verification should be taken in advance of the employment start date and the applicant will be unable to start in their role until this has been received by Synectics Security.


Company Values

Our company values underpin everything we do, and we consistently recognise individuals within our business who demonstrate these behaviours.


To apply please email a covering letter with a full CV to