Dahua Technology UK Limited is a world-leading video surveillance solution provider. We believe in investing and building strong R&D capabilities for new technology and innovation. Our company invests almost 10% of its sales revenue every year. We have over 3000 professionals in our worldwide R&D team, dedicated to providing cutting-edge products with high quality and performance.

Our company’s product portfolio includes Advanced video surveillance equipment and software, access control hardware and software, intrusion hardware, and intelligent building management systems.

Dahua’s products are widely used in many fields, such as banking, public security, energy infrastructure, telecommunication, intelligent building, and intelligent transportation. Many significant projects have been installed using Dahua’s solutions, including Lulu Mall in Oman, luxury hotels in Italy, Peruvian LAN Airline, APEC in China and Safe City in Brazil as well as many others.

Dahua has established global sales, marketing, and service networks. Our company has offices in mainland China, Greater Asia, America, Europe, Oceania, Africa and others. Our global footprint allows us to respond to the market with the best service and products possible.

Job Description

The Technical Support Engineer plays a pivotal role in delivering Dahua’s high-quality products, solutions, and services. The Technical Support Engineer will be engaged with not only our Tech, Sales, Marketing and Operation Departments, but also external clients such as system integrators, installers, end-users, and other clients, to improve Dahua's business performance and reputation and ensure healthy, sustained business growth.

Main Responsibilities:

The Technical Support Engineer is required to deliver the following key tasks:

Technical support: advising on all aspects of video surveillance equipment, including responding to customers on technical problems, escalating cases timely and process within SLA. Cooperating with R&D on troubleshooting and integration with third-party companies for both VMS and CCTV hardware for our customers in different levels. Making technical guides for common asked questions.
Technical training: Improving their technical knowledge, including preparing training documents, conducting training and exams, analysing training data and onsite Q&A for internal and external engineers, at the office or onsite.
Testing and troubleshooting: Conducting software/hardware tests to diagnosing faults in features, report/escalate cases to R&D engineer and assist them for further investigation.
Technical and Product suggestions: Providing demand consolidation, gathering product information and feedback from the UK market and reporting back to China HQ for product improvement.
Cooperate with product pre-sales promotion: Introducing new product features to Channel Customers, helping customers understand and operate with new features.
Brand promotion: Cooperating with the Dahua Marketing Team about promotional materials for customers to develop the company's business.

Key Attributes:

Prior experience in a technical support role
Previous experience with distributors will be advantageous
Good customer service skills and communication skills
A positive attitude and good at handling pressures
The ability to learn new technologies fast
Confident and have experience in public speeches or/and experience for onsite/online lectures or meetings
Initiative, honesty and integrity

Required Skills and Qualifications

A minimum of a bachelor's degree in Engineering or a similar relevant field.
Knowledge of CCTV, alarm, access control, door entry, video conference, VMS, cloud storage, video wall, video/audio matrix, network and other AIoT Products.
Project experience in smart city, intelligent transportation, retail, smart building and telecommunication.
Proven technical support experience in the security or related industry.
Proficiency in English. The candidate will need to coordinate between the UK local team and HQ in China, mobilise resources from HQ’s production, R&D, after-sales maintenance team, and tech teams to best support and facilitate new sales, and also interpret local customer requirements and feedback market information back to HQ on a regular basis.
Strong knowledge of MS Office applications.
Prefer to have a full, clean UK driving license

Pay: £15.00 per hour

Benefits:

Company pension
Free parking
Life insurance
Sick pay

Work Location: In person

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