Product Support Engineer

Mitie Group plc.; Craigavon; On-site; GBP 37,000 - 45,000; Full time

Benefits offered by this job

On-site parking

Career development

Overtime opportunities

GP services access

Death in service

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Job summary

MiTec in Craigavon, United Kingdom, is seeking a Product Support Engineer to join a dedicated team providing first-line engineering and remote diagnostics for security products.

The role is 100% office based with a 42-hour week on a 12-hour shift pattern, including days and nights on a rolling schedule. A strong focus on customer service, teamwork and practical problem solving is essential.

Qualifications

• Minimum 3 years' engineering experience across multiple disciplines including Intruder, CCTV, Access Control, Key Management and networks.
• Customer focused with strong problem-solving and communication skills.
• Good level of PC skills and Microsoft products; able to provide remote diagnostics over the phone.

Responsibilities

• Provide technical support to end users and engineers both internally and externally.
• Ensure prompt and accurate information is scheduled and communicated.
• Prioritise workload to meet SLA requirements and contractual deadlines.
• Answer customer calls ensuring internal service standards are met.
• Support the Security Control Centre Team when required.
• Provide first-line support to resolve calls before escalation.

Skills

Engineering experience

Customer focus

PC skills/Microsoft

Telephone communication

Teamwork

Interpersonal skills

SLA prioritisation

Network/IP knowledge

Tools

AMAG Symmetry

Gallagher

Nedap

Milestone CCTV

Deister Key Management

Allied Telesis

Job description

Product Support Engineer

MiTec, 1st Floor, Unit 9 Silverwood Business Park, 70 Silverwood Road, Lurgan, Craigavon, County Armagh, BT66 6SY, UK, Craigavon, Lurgan, United Kingdom

Salary: £41,097 per annum

Shift Pattern: Full time. Please note this is a 24/7, 365 role, for 42 hours per week. You will be working 12-hour shifts, Normally 2 weeks of days (7am-7pm) followed by 2 weeks of nights (7pm-7am)

The rolling pattern consists of Week 1 – Four shifts (Monday, Tuesday, Saturday & Sunday) Week 2 – Three shifts (Wednesday, Thursday, Friday)

100% office based

What is in it for you?

• A competitive salary
• A friendly and supportive team
• Training, career development & progression
• Overtime opportunities
• A great selection of benefits incl. Access to on-line GP services, death in service, share options and discounts for shopping, cinema, holidays, etc.
• Free on-site parking

Key Purpose of the Job

Working alongside the Customer Services and Scheduling departments to provide customer and engineering support in a timely and efficient manner. Reducing the amount of calls passed to field-based engineers by use of remote diagnostic tools and phone advice for security related product calls.

Key Job Responsibilities

• To provide technical support to end users and engineers both internally and externally.
• To ensure prompt and accurate information is scheduled.
• To prioritise workload and meet contractual deadlines.
• To answer customer telephone calls ensuring internal customer service standards are met.
• Any other reasonable requests from the line supervisors and Head of Service.
• Provide first line support to the customer to see if the call can be resolved before passing to the service team.
• To provide support to the Security Control Centre Team when required.

Essential Requirements for the Job

• Candidate to have a minimum of 3 years' Engineering experience across multiple disciplines including Intruder, CCTV, Access Control, Key Management and networks.
• Customer focused
• Good Level of PC skills / Microsoft products
• Excellent telephone manner providing over the phone remote diagnostic.
• Ability to work on your own and in a team environment
• Strong interpersonal and communication skills
• Ability to prioritise workloads to meet SLA requirements
• Network/IP based product experience

Desirable Requirements for the Job

• Experience of CSL signalling device in relation to Intruder Alarm systems
• Experience working on Enterprise-wide networked CCTV systems.
• Experience of Remote programming of industry standards on Enterprise-wide networked Access control systems

Desirable Product Knowledge

• AMAG Symmetry Access Control/ Gallagher / Nedap
• Milestone CCTV
• Deister Key Management System
• Allied Telesis

Additional Information

If you're working history does not include experience at an engineer level in the required fields, your application is required to contain a personal statement detailing your work experience/skills that make you suitable for the position.

Applicants must have a 5-year checkable history.

You must successfully pass a PSNI check as per BS5979 and BS7858 screening as per industry standard.

Must currently hold SC clearance or be able to obtain the SC Clearance

Please note: We do not accept applications from anyone who has been unsuccessful at interview for the same grade role in the past 6 months.