Field Installation & Customer Support EngineerThe Role
We are looking for a practical, technically capable and customer-focused Field Installation & Customer Support Engineer to join Chronicle.
This is a varied role combining customer-site installations, access control, clocking terminal setup, site surveys, installation planning, customer onboarding and first-line technical support.
You will be responsible for surveying customer sites, planning installations, installing and commissioning Chronicle time & attendance and access control equipment, supporting customers during implementation and go-live, and assisting our Support and Project teams when you are not required on site.
We are particularly interested in candidates with previous experience working with Paxton or similar access control systems, although experience in other field installation environments such as CCTV, security systems, telecoms, BT/Openreach, broadband, fibre or network installations would also be highly relevant.
This is not purely an installation role. You will regularly deal directly with customers, managers, employees, IT teams, facilities teams and our internal Project Team. You therefore need to be technically competent, practical, organised, safety-conscious and comfortable dealing directly with customers.
Key ResponsibilitiesSite Surveys & Installation Planning
- Attend customer sites before installation to carry out technical site surveys.
- Assess proposed locations for clocking terminals, access control readers and associated equipment.
- Review existing access control, networking, power and cabling infrastructure.
- Identify any additional cabling, electrical, networking or building works required before installation.
- Confirm mounting locations, cable routes, power requirements and network connectivity.
- Liaise with customer IT, Facilities and Health & Safety teams.
- Produce clear site survey information and installation requirements.
- Take photographs, measurements and other information required to plan installations.
- Identify potential installation risks or obstacles before work begins.
- Produce or contribute to installation plans for customer projects.
- Determine what hardware, tools, fixings, cables and consumables are required.
- Feed survey information back to Chronicle's Project Team so installations can be properly scheduled and prepared.
Risk Assessments & Health and Safety
- Complete appropriate risk assessments before carrying out installation work.
- Follow Chronicle and customer Health & Safety requirements.
- Identify site-specific hazards and take appropriate precautions.
- Complete relevant installation and safety documentation.
- Work safely when using ladders, drills, hand tools and installation equipment.
- Maintain a safe and professional working area while on customer premises.
- Report Health & Safety concerns or unsafe working conditions.
- Liaise with customer Facilities and Health & Safety representatives where permits or additional controls are required.
- Ensure installation work is completed safely and in accordance with agreed installation plans and site requirements.
- Assist with maintaining Chronicle's installation Health & Safety documentation and procedures.
Access Control & Field Installation
- Travel to customer sites throughout the UK to install and commission Chronicle hardware.
- Install and configure time & attendance clocking terminals.
- Install and support access control equipment including controllers, readers, locks and associated hardware.
- Work with Paxton or similar access control technology.
- Diagnose and resolve hardware and connectivity faults.
- Install and terminate relevant low-voltage cabling where required.
- Configure network-connected equipment.
- Configure IP addresses and connectivity settings.
- Mount equipment professionally at customer premises.
- Test hardware and communications before completing an installation.
- Liaise with customer IT teams, Facilities teams and other contractors.
- Carry out replacement, upgrade and remedial visits.
- Ensure installations are completed in accordance with the agreed installation plan.
- Leave customer sites clean, safe and professionally finished.
Customer Enrolment & Go-Live Support
- Attend customer sites to assist with employee enrolment onto Chronicle clocking terminals.
- Help enrol employees using facial recognition, fingerprint, PIN or card technology depending on the equipment deployed.
- Show managers and employees how to use terminals correctly.
- Provide basic on-site training.
- Answer customer questions during rollout.
- Support customer go-lives and new system implementations.
- Resolve initial hardware, connectivity or access control issues.
- Provide a professional and confident customer experience while on site.
- Act as a technical representative of Chronicle when dealing directly with customers.
Project Team Support
- Work closely with Chronicle Project Managers throughout customer implementations.
- Provide remote technical support to the Project Team.
- Assist with terminal setup, hardware configuration and access control requirements.
- Review site survey findings and help determine the appropriate installation approach.
- Assist with preparation of installation plans.
- Carry out remote connectivity checks and troubleshooting.
- Liaise directly with customer IT and Facilities teams where required.
- Support implementation testing and customer go-live.
- Provide clear feedback following site visits and technical investigations.
- Identify infrastructure or installation issues before they become project delays.
First-Line Technical Support
When you are not attending customer sites, you will form part of Chronicle's Support Team.
Responsibilities will include:
- Answering customer support calls, emails and tickets.
- Helping customers with straightforward software and hardware queries.
- Troubleshooting clocking terminals that are offline or not communicating.
- Supporting basic access control queries.
- Investigating networking and connectivity problems.
- Assisting with login, user and configuration issues.
- Identifying whether an issue relates to hardware, software, networking or configuration.
- Remotely connecting to customer systems where appropriate.
- Escalating more complex issues to second-line Support, Projects or Development.
- Keeping customers informed and maintaining clear support records.
Hardware Preparation
- Configure clocking terminals and access control hardware before installation.
- Test equipment before shipment or site deployment.
- Prepare hardware, tools and equipment for upcoming installations.
- Review installation plans before attending site.
- Ensure required cables, fixings, tools and consumables are available.
- Maintain spare hardware and installation stock.
- Assist with faulty hardware returns and replacements.
- Keep installation documentation and technical records up to date.
- Help improve Chronicle's installation, site-survey and support processes.
Experience We're Looking For
Previous experience in field installation, access control, security, telecoms or a similar technical environment would be ideal.
Relevant backgrounds could include:
- Paxton Net2 or Paxton10 installation and support.
- Other access control systems.
- CCTV installation and maintenance.
- Security system installation.
- Door entry systems.
- Intruder alarms.
- Electric locks, maglocks and door hardware.
- Biometric readers.
- Clocking or time & attendance systems.
- Structured cabling.
- Data cabling.
- BT, Openreach or similar telecoms field installation work.
- Broadband installation.
- Fibre installation.
- Telephone and communications installations.
- Network equipment installation.
- Field-based IT installation.
- Network-connected hardware.
- Customer-site technical engineering.
Experience carrying out site surveys, risk assessments and installation planning would also be highly beneficial.
Technical Knowledge
You should have a reasonable understanding of IT and networking, or be capable of learning quickly.
Useful knowledge includes:
- IP addressing.
- TCP/IP networking.
- DHCP and static IP addresses.
- Routers and switches.
- Ethernet cabling.
- Network connectivity.
- Windows PCs.
- Basic network troubleshooting.
- Connecting hardware to customer networks.
- Testing cables and network connections.
The Right Person
The most important thing is that you are practical, technically minded and comfortable dealing with customers.
You should:
- Be confident attending customer sites independently.
- Be capable of surveying a site and understanding what is required to complete an installation.
- Be comfortable drilling, mounting equipment, running cables and working with tools.
- Have a logical approach to fault finding.
- Be comfortable speaking with managers, employees, IT teams, Facilities teams and contractors.
- Be able to explain technical issues clearly to non-technical people.
- Be customer-focused and professional.
- Be organised and reliable.
- Understand the importance of Health & Safety.
- Be able to identify risks and plan work before starting.
- Be able to manage your own workload and site visits.
- Be comfortable switching between field engineering and office-based support.
- Be willing to travel throughout the UK.
- Take pride in completing installations properly and professionally.
- Be willing to learn Chronicle's software as well as the hardware.
You do not need to be a qualified electrician.
Someone who has previously worked as a Paxton engineer, CCTV installer, security systems engineer, telecoms engineer, BT/Openreach engineer, fibre installer, data cabling engineer or similar field service engineer could be a very good fit for this position.
Driving & Travel
A full UK driving licence is essential.
The role involves regular travel to customer sites throughout the UK, with occasional overnight stays where required.
A company vehicle or vehicle provision will be available for customer installations.
About Chronicle
Chronicle provides cloud-based workforce management software to organisations throughout the UK.
Our platform includes:
- Time & Attendance
- Employee Self-Service
- Holiday & Absence Management
- Mobile Applications
- Access Control
- Clocking Terminals
- Workforce Reporting
- HR and Payroll Integrations
We work with organisations across manufacturing, food production, engineering, logistics and many other industries.
This is a hands-on and varied position covering access control, hardware installation, site surveys, installation planning, Health & Safety, networking, customer implementation and technical support.
For the right person, there is considerable scope to develop their technical skills and responsibilities as Chronicle continues to grow.
Pay: £24,785.00-£30,000.00 per year
Work Location: In person
