• Perform timely and accurate preventative maintenance of medical equipment with a hospital or healthcare system • Perform troubleshooting, service repairs and installations of moderate complexity • Lead communications with customers and serve as escalation point for customer related concerns • Own customer issues from dispatch or identification of issue to resolution • Proactively engage with other team members to ensure appropriate solutions for the customer • Leads installations, validations, maintenance, and service repair needs on designated equipment • Leverage customer knowledge and relationships to assist customers and service sales with contract and on demand revenue growth • Maintain relationships with customers and ensure timely communication, resolution and proper follow up to drive customer satisfaction • Adhere to company policies, procedures and hospital protocols to ensure regulatory and compliance requirements are met

• Responsible for the installation, support, troubleshooting, repair, and maintenance of products • Ensure that all service agreements and warranty obligations are met • Provide technical support to end-users and other employees • Conduct training sessions at facilities, training centers, and hospitals • Troubleshoot, diagnose, and repair products and associated equipment

• Make field service calls both local and out of state with little advance notice • Provide integration support including teaching, adjustment, calibration, and diagnosing issues • Commission systems at customer location • Attend all kick-off meetings asked by customers • Complete the final buy-off and document any open issues related to cell equipment • Assure equipment operates at maximum target reliability levels • Diagnose and repair equipment using test equipment • Record service reports and update plant inventory using SalesForce.com • Maintain plant information database and log all open issues • Assist customers in identifying and ordering spare parts

Role Description We are seeking a Lead Technical Support Engineer to provide advanced remote support for enterprise security systems, networking, databases, and IT infrastructure. The role involves: - Providing advanced remote technical support for enterprise security systems, including access control, CCTV, VMS, and intercom platforms. - Troubleshooting and resolving complex issues involving networking, databases, Windows Server, and IT infrastructure. - Supporting UK clients and field engineers with commissioning, configuration, integrations, and fault diagnostics. - Managing support tickets, escalations, root cause analysis, and technical documentation in line with service standards. - Diagnosing network and system issues using tools such as Wireshark, SQL Server, RDP, and remote access platforms. - Applying cybersecurity best practices, including MFA, patching, secure configurations, and access management. - Contributing to process improvements, knowledge sharing, and the development of remote support procedures and documentation. Qualifications - 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, along with relevant technical certifications, is advantageous. - Excellent communication, troubleshooting, documentation, and problem-solving skills, with the ability to work effectively in a UK-led remote support environment. Benefits - Work from home - Monday to Friday 9AM to 6PM GMT / BST (adjustments will be made for daylight saving time) - HMO 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 - Dedicated managers focused on your growth and success Company Description Twoconnect connects highly skilled Filipino professionals with established companies in Australia, New Zealand, the United States, the United Kingdom and Europe, providing direct access to global careers and long-term opportunities. - We offer competitive pay and benefits, additional entitlements and structured career development programs that make employment both financially rewarding and professionally sustainable. - Our industry-leading retention rate demonstrates our commitment to a people-first culture that prioritizes stability, growth and genuine care for every employee. - Twoconnect is an equal opportunity employer. We value cultural diversity and foster an inclusive workplace where every employee is respected and supported as part of a growing global team. 🔗 Learn more about us through our official pages: - Website: twoconnect.com.au - Careers: apply.workable.com/twoconnect-careers - LinkedIn: linkedin.com/company/twoconnectau - Facebook: facebook.com/2woconnect - Instagram: instagram.com/twoconnect_