Technical Support Consultant

About the role

The Technical Support Consultant is responsible for providing technical assistance and commissioning support across ADT's security platforms and products. This role serves as a key escalation point for field technicians, subcontractors, and customers, ensuring installations are commissioned correctly, technical issues are resolved efficiently, and system data is accurately maintained. The position works closely with Customer Success, Sales, Monitoring, and external platform providers to support seamless service delivery, improve operational performance, and maintain customer satisfaction.

Key responsibilities

• Provide real-time technical support to field technicians and subcontractors during installations, service calls, and fault resolution activities
• Support system activations, hub ID setup, module programming, portal account configuration, and system integration requirements
• Manage the end-to-end commissioning process for alarm and security system installations in accordance with ADT commissioning standards
• Verify zone programming, zone listings, automation rules, user permissions, and system settings prior to commissioning completion
• Provide Level 2 technical support for alarm systems, security platforms, keypads, mobile applications, and customer portals
• Troubleshoot customer issues across multiple security technologies and communication platforms
• Monitor and manage excessive signal activity, no-signal events, low-battery notifications, termination reports, and related system exceptions across all supported platforms
• Maintain accurate job notes, zone lists, customer records, and system information within Salesforce and other operational systems
• Raise, track, and manage support tickets with platform vendors and third-party providers through to successful resolution
• Investigate recurring faults and recommend corrective actions to improve system performance

About you

• Demonstrated experience in alarm, electronic security, access control, CCTV, or related security technologies
• Strong troubleshooting and fault-finding capability across hardware, software, and communication platforms
• Excellent verbal and written communication skills
• Customer-focused approach with the ability to explain technical concepts clearly
• Ability to prioritise workload and manage multiple tasks simultaneously
• Strong attention to detail and commitment to maintaining accurate records
• Experience working with CRM systems, preferably Salesforce
• Ability to work independently while collaborating effectively with cross-functional teams
• Strong analytical and problem-solving skills
• Diploma, Certificate, or equivalent qualification in Electronics, Information Technology, Telecommunications, Security Systems, or a related field

About us

At ADT, we strive to be New Zealand's leading security and safety monitoring partner. Our core values are Transparency, Inclusiveness, and Excellence. ADT is committed to providing reliable, high-quality service and innovative solutions to its customers. From protecting homes and small businesses to delivering sophisticated security solutions for large commercial organisations and critical infrastructure, ADT plays a key role in safeguarding communities across New Zealand.