Lead Technical Support Engineer - Work From Home / Midshift

1 day, 14 hours ago
Full-time
Senior
DevOps and Infrastructure
Twoconnect

Twoconnect

Twoconnect is a top offshore and BPO company in the Philippines, offering tailored solutions, expert HR consulting, and seamless integration of remote staff to improve efficiency and reduce costs.

Professional Services
51-250
Founded 2016

Description

  • Provide advanced remote technical support for enterprise security systems, including access control, CCTV, VMS, and intercom platforms.
  • Troubleshoot and resolve complex issues across networking, databases, Windows Server, and IT infrastructure.
  • Support UK clients and field engineers with commissioning, configuration, integrations, and fault diagnostics.
  • Manage support tickets, escalations, root cause analysis, and technical documentation in line with service standards.
  • Diagnose network and system issues using tools such as Wireshark, SQL Server, RDP, and remote access platforms.
  • Apply cybersecurity best practices, including MFA, patching, secure configurations, and access management.
  • Contribute to process improvements, knowledge sharing, and the development of remote support procedures and documentation.
  • Support the ongoing growth of the remote support function within a collaborative UK-focused environment.

Requirements

  • Bachelor’s degree in IT, Computer Science, Engineering, Cyber Security, or a related technical field is preferred.
  • Minimum 3+ years of experience in technical support, service desk, ICT, or enterprise security systems support roles.
  • Strong knowledge of access control, CCTV, VMS, intercom, IP-based security systems, and enterprise platforms such as Gallagher, Genetec, Lenel/S2, and Milestone.
  • Solid understanding of networking, Windows Server, Active Directory, SQL Server, remote access tools, and IT infrastructure support.
  • Familiarity with cybersecurity best practices, ITIL principles, ticketing systems, and remote support environments.
  • Experience with scripting or automation tools such as PowerShell or Python is advantageous.
  • Relevant technical certifications are advantageous.
  • Excellent communication, troubleshooting, documentation, and problem-solving skills.
  • Ability to work effectively in a UK-led remote support environment.

Benefits

  • Work from home Monday to Friday, 9AM to 6PM GMT/BST with daylight saving adjustments.
  • HMO coverage with 2 free dependents and medical reimbursements.
  • Government-mandated benefits.
  • Opportunities to work with leading companies in Australia and beyond.
  • Training programmes for career development.
  • Engaging company outings, team activities, and wellness sessions.
  • Supportive, inclusive culture with dedicated managers focused on growth and success.
  • Competitive pay, additional entitlements, and structured career development programs.

Interested in this position?

Apply directly on the company website

Apply Now

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