Product Support Engineer – 24/7 Remote Diagnostics

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

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.