We are seeking an experienced Technical Support Manager to provide technical leadership and remote support across SECOM’s service, installation, project and monitoring teams.
This role is pivotal to ensuring the reliable delivery of service and project work. You will combine advanced troubleshooting and system programming with proactive account health monitoring, quotation and tender support, and the upskilling of technicians and operators to lift SECOM’s overall technical capability.
| Location |
Albany, Auckland |
| Workplace type (On-site, Hybrid, Remote) |
Hybrid |
| Job type (Full-time, Part-time) |
Full-time |
| What we offer |
- A key technical leadership role within a respected security company.
- Competitive remuneration aligned to experience.
- Flexible work arrangements (office-based with remote options).
- Ongoing training and professional development.
- Supportive team culture with a strong focus on quality, integrity and continuous improvement.
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| About the Role |
Key Responsibilities
Remote Technical Assistance
- Provide timely phone and remote technical support to field technicians and subcontractors.
- Troubleshoot alarm, CCTV, access control and integrated security systems.
Programming & Configuration
- Perform remote programming, configuration changes and updates across customer sites, with a strong focus on key accounts.
- Ensure all system changes are accurately documented.
Proactive Account Health
- Conduct scheduled system health checks and preventative maintenance reviews for key accounts (including large retail customers).
- Produce concise account health reports and recommend remediation, upgrades or improvements.
Quotation & Tender Support
- Provide technical input for quotations, scopes of work and tenders.
- Prepare labour estimates, parts lists, technical assumptions and risk considerations to support accurate pricing and delivery.
Training & Upskilling
- Deliver technical training, onboarding and refresher sessions for technicians and operators as requested.
- Develop and maintain technical documentation.
Process & Quality Improvement
- Improve troubleshooting workflows, remote support processes and technical documentation.
Customer & Stakeholder Communication
- Manage technical escalations professionally and efficiently.
- Maintain strong relationships with key customers, suppliers and subcontractors.
Phone Support / On-call
- Provide phone-based technical support and participate in an agreed on-call roster when required.
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| Skills and Experience |
Essential skills and experience
- 3–5+ years’ hands-on experience in technical support or electronic security systems.
- Strong technical knowledge of alarm systems, CCTV, access control and monitoring integrations.
- Proven experience with remote troubleshooting, programming and configuration.
- Experience supporting quotations, scopes of work or project delivery with technical input.
- Demonstrated ability to train others.
- Excellent written and verbal communication skills, particularly phone-based support.
- Strong analytical skills with the ability to prioritise and manage multiple tasks.
Desirable
- Experience supporting large retail or banking customers.
- Familiarity with common systems and platforms (preferably from a service background)
- COA certification or formal qualifications in electronic security or a related discipline.
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Secom NZ provides ‘Peace of Mind’ to our clients who have come to trust and rely on the Secom name Internationally.
You must be in New Zealand with the legal right to work permanently to apply.
Please apply from the below
