Role Description Digital Service Technician 📍 Home based 🕒 Full-Time, Monday to Friday (37 hours) | Permanent 💰 Salary up to £35,000 per annum What will I be doing? - Remote Support Expertise: Use digital tools and technologies — including remote communication and augmented reality — to diagnose and help resolve customer issues alongside field service engineers or directly with clients. - System Monitoring & Performance: Continuously monitor connected customer assets via the Hubgrade platform, ensuring data transmission, signal strength, and performance remain within expected parameters. Identify alarms and take appropriate action or escalation. - Customer Enablement: Assist clients in setting up and maintaining connectivity. Deliver clear demonstrations of the monitoring portal and provide training to ensure customer confidence and satisfaction. - Technical Coordination: Support engineers during commissioning, activate equipment on the web portal, and coordinate site visits and parts through the scheduling team when breakdowns or performance issues occur. - Reporting & Analysis: Generate and validate automated and manual trending reports, ensuring accuracy and alignment with customer requirements. Conduct operational reviews and highlight issues to the Digital Services Team. - Proactive Service: Take a proactive approach with customers — contacting them with solutions and recommendations rather than waiting for issues to escalate. - Collaboration: Work closely with internal teams to ensure alarms are logged, tracked, and resolved efficiently while contributing to continuous service improvement. Qualifications - Excellent communication skills (written and verbal) - Previous client-facing experience - Ability to work independently and as part of a team - Administrative and reporting capability - Strong communicator able to explain complex technical concepts clearly to non-technical users - Customer-focused professional comfortable interacting directly with clients - Problem solver who follows defined procedures while confidently selecting appropriate solutions - Organised and reliable with capability of managing administrative tasks and producing clear reports - Proactive mindset that anticipates issues and acts early to prevent downtime Benefits - 25 days annual leave plus bank holidays (and your birthday off!) - Comprehensive Pension Scheme - Private Medical Insurance - Access to a Private GP and much more! - Exclusive discounts and recognition programs - Eye care and flu vouchers - 24/7 access to virtual GP consultations - Flexible benefits including Buy / Sell Annual Leave, Group Income Protection, Dental and Travel Insurance - Group Life Assurance and Critical Illness cover for both you and your partner - Personal Computer, Car Leasing and Cycle to Work Schemes

Role Description ARAK Lighting is looking for experienced Electrical or Electronics Engineers to join our Technical Office team remotely in Egypt as a Technical Support Engineer – Lighting Department. The selected candidate will be responsible for: - Studying and evaluating RFQs/tender documents. - Preparing technical and commercial offers. - Conducting lighting calculations and designs. - Supporting the successful execution of lighting projects in line with international standards and company objectives. Key Responsibilities: - Review and analyze RFQs, tender documents, specifications, and project scope. - Prepare commercial offers, BOQs, and technical submissions. - Perform quantity take-offs from lighting layout plans. - Prepare accurate cost estimates for lighting projects. - Design lighting solutions using Dialux evo or equivalent software. - Coordinate with lighting fixture suppliers and evaluate suitable materials and components. - Ensure compliance with international standards, energy efficiency requirements, and relevant regulations. - Propose technical solutions and recommendations for lighting projects. Qualifications - Bachelor’s degree in Electrical Engineering or Electronics Engineering. - 3–5 years of experience in a similar role within the lighting industry. - Proficiency in AutoCAD, Dialux, and Microsoft Office. - Photoshop and InDesign are considered a plus. - Good command of English (spoken and written). - Strong analytical, technical, and communication skills. Requirements - Remote work environment (Sunday to Thursday, 9 AM – 5 PM). - Possibility of relocation to a physical office in the future. Benefits - Medical and Social Insurance. - Bonus structure. - Opportunity to work on professional lighting projects within a growing company.

• Resolve complex connectivity issues across SIMs, IP networks, and telecare communication protocols • Diagnose critical faults, perform root cause analysis, and implement long-term solutions • Escalate high-impact or intractable issues to senior engineers with clear insights • Manage major incidents to minimise service disruption and restore operations quickly • Apply OTA firmware updates and support API and application fault management • Deliver expert support via phone, email, remote tools, and on-site visits • Troubleshoot advanced hardware, software, and network issues • Support TECS devices and platforms including SmartLife, SmartBridge, DMP, and XACS • Develop and maintain clear technical documentation and troubleshooting guides

• Troubleshoot and resolve complex issues across Appello’s Technology Enabled Care Services (TECS) • Diagnose critical faults, implement robust solutions, and contribute to continuous service improvement • Build strong relationships, communicate clearly with both technical and non-technical stakeholders • Deliver expert support via phone, email, remote tools, and on-site visits • Maintain exceptional customer service, ensuring clear communication and timely resolution • Collaborate with third-party vendors to resolve complex technical challenges • Develop and maintain clear technical documentation and troubleshooting guides