Product Support Engineer

Mitie; Lurgan; Hybrid; GBP 37,000 - 45,000; Full time

Benefits offered by this job

Free on-site parking

Overtime opportunities

Death in service

Discounts for shopping

Job summary

Mitie in the United Kingdom is seeking an experienced technical support professional to join the security services team. The role focuses on providing first-line support to end users and engineers, using remote diagnostics to resolve security-related product calls.

The successful candidate will have at least 3 years of engineering experience across intruder, CCTV, access control and networks, strong PC skills and excellent communication, with readiness for a 42-hour week on a 12-hour shift

Qualifications

• Minimum 3 years engineering experience in Intruder, CCTV, Access Control and networks.
• Good PC skills and proficiency with Microsoft products.
• Excellent telephone manner for remote diagnostics and support.
• Ability to work independently and in a team, with strong communication.
• Ability to prioritise workloads to meet SLA requirements and deadlines.

Responsibilities

• Provide technical support to end users and engineers (internal and external).
• Ensure prompt and accurate information is scheduled and communicated.
• Prioritise workload to meet contractual deadlines.
• Answer customer calls meeting internal customer service standards.
• Support the Security Control Centre team when required.
• Provide first-line support to resolve issues before passing to the service team.

Skills

Engineering experience across multiple

Networking

Microsoft Office

Telephone etiquette

Team and independent work

SLA prioritisation

Tools

MS Office

Job description

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 friendly and supportive team
• 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.
• 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
• AMAG Symmetry Access Control/ Gallagher / Nedap
• Milestone CCTV
• 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.