Remote Assist Technician
External
Chubbfiresecurity · Uk Home Based, UKPrepare for this interview
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About the role
We are seeking an experienced and motivated Remote Assist Technician to join our growing support team. In this home-based position, you will provide high‑quality remote assistance to end users of a diverse range of fire and security technologies, including: Intruder alarm systems Video surveillance (CCTV) Access control solutions Fire detection and alarm systems Secure communications platforms This role is essential in ensuring our customers receive prompt, professional, and effective technical support at all times.
Responsibilities
- Diagnose and resolve system issues in real time - remotely and securely.
- Support engineers and customers through live digital assistance.
- Provide insight and feedback to keep our service at the top of its game.
- How you'll do it:
- Use remote diagnostic platforms, advanced manufacturer tools, and telemetry dashboards.
- Collaborate closely with Technical, Field, and Customer Support teams.
- Focus on fast, accurate solutions that keep customers safe and satisfied.
- Deliver expert remote technical assistance to end users across multiple fire and security product lines.
- Accurately diagnose technical issues and guide customers through effective solutions.
- Work collaboratively within a remote team, maintaining clear communication and seamless handovers.
- Provide exceptional customer service with a calm, professional, and solutions-focused approach.
- Maintain detailed and accurate records of all support interactions and resolutions.
- Operate effectively within a 24/7 shift rotation (no on-call or standby), ensuring consistent service delivery.
- Essential Skills & Experience
- Proven experience within the fire and security industry (intruder alarms, CCTV, access control, fire detection, or related systems).
- Strong technical problem‑solving skills with the ability to troubleshoot complex issues remotely.
- Excellent customer service and communication skills, both written and verbal.
- Highly self‑motivated, organised, and capable of working independently.
- A strong team player with a proactive approach to supporting colleagues and customers.
- Comfortable working within structured shift patterns.
Requirements
- Strong Fire and/or Security engineering background.
- Confident fault‑finding and technical problem‑solving skills.
- A proactive mindset and a passion for digital innovation.
Benefits
Additional Information
Location: Home-Based Contract: Full-Time Shift Pattern: 24/7/365 rotating shifts with generous gaps between shifts. Chubb Fire & Security have been protecting people and assets worldwide for more than 200 years. Providing essential and innovative security systems, equipment and services, from digital CCTV surveillance and intruder alarms to fire detection and suppression systems. Our customers range from local independent businesses to many of the FTSE 100 companies, and our Chubb family is extensive too, with a dynamic team of over 13,000 employees globally - Together we do great things!
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