Technical Support Advisor

Job Title: Technical Support Advisor Location: Hilsea, Portsmouth Fulltime: 9.00am - 5.30pm Office based: Monday to Friday Salary: Competitive Contract type: Permanent ​Overview ​PureTech is a family-owned business with its head office based in Hilsea, Hampshire and is a leading provider of CCTV & Security products, distributed through a national network of trade installers. PureTech supply well recognised product brands including Dahua, Viper & Ajax. ​The Role: Technical Support Advisor ​As a key member of our technical team, you will play a vital role in delivering high‑quality support to customers using our CCTV and security systems. You will diagnose and resolve technical issues, provide clear and practical guidance, and ensure every customer receives a positive and reliable service experience. Your contribution will help maintain the smooth operation of our products and strengthen customer confidence in our technical support. Key Responsibilities: Technical Support Advisor * Provide remote technical support to customers via phone, email, webchat, helpdesk software, and remote‑access tools such as Apps and TeamViewer. * Diagnose and resolve technical issues, including fault‑finding, product testing, problem resolution, and routine system checks. * Manage support tickets efficiently, ensuring all interactions are handled professionally and resolved in a timely manner. * Escalate complex or high‑priority issues when needed to ensure customers receive a prompt and effective response. * Maintain accurate and up‑to‑date records of all support activities within internal systems. * Respond promptly to all communications and deliver a high standard of customer service at all times. * Work collaboratively with internal departments to support effective service delivery and quick problem resolution. * Assist with the evaluation of new or existing products and upgrades to support operational needs. * Contribute to the central knowledge base by sharing issues, solutions, and insights with the wider support team. * Organise and prioritise daily workload to meet targets and deadlines while supporting overall team performance. Skills and Experience: Technical Support Advisor * Strong IT skills with a solid understanding of IP networking. * Clear and confident communication. * Strong problem‑solving ability with good attention to detail. * Customer service experience, ideally in a technical setting. * Knowledge or experience of CCTV or security systems (is desirable) * Able to manage and prioritise your workload effectively. * Confident working independently and as part of a team Benefits: * Free onsite parking * Company Pension Scheme * Cycle to work scheme * 24 days annual leave plus bank holidays * Birthday Vouchers * Company Events ​To submit your CV for this exciting Technical Support Advisor opportunity, please press ‘Apply’ now and await further instructions