Security Systems Technical Support Engineer
Mitie Group plc.
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Job summary
Mitie Group plc is seeking a technically skilled Security Systems Technical Support Engineer to join MiTec – Security Operations in Lurgan. The role focuses on delivering remote support for intruder alarms, CCTV, and networked systems, reducing unnecessary field visits through expert troubleshooting.
You will work with Customer Services and Scheduling to diagnose issues, verify alarm paths, and provide high-quality service with strong communication and problem-solving abilities.
Qualifications
- 5-year checkable history is required.
- PSNI check as per BS5979 and BS7858 screening is required.
- Desirable experience with Pacom, Galaxy and other intruder alarm panels.
Responsibilities
- Provide first-line and advanced technical support for intruder alarms, CCTV, signalling devices, and networked systems.
- Use remote diagnostic platforms to resolve calls before dispatching field engineers.
- Analyse activation pathways to verify alarm legitimacy and pinpoint faults.
- Diagnose CCTV issues across small, medium and enterprise-scale sites (IP, analogue, hybrid, VMS).
- Apply networking fundamentals to resolve connectivity issues across customer estates.
- Prioritise workload in line with contractual SLAs and support the scheduling team.
Skills
Tools
Job description
MiTec – Security Operations | Lurgan, Craigavon
Salary: £38,000 per annum
Hours: Monday–Friday, 42 hours a week. Monday / Tuesday 08:00 – 17:00, Wednesday – Friday 09:00 – 17:00
Location: Mitec, 1st Floor, Unit 9, Silverwood Business Park, 70 Silverwood Road, Lurgan, Craigavon, County Armagh, BT66 6SY - 100% office-based
Better places, thriving communities.
We are looking for a technically skilled and solutions‑driven Security Systems Technical Support Engineer to join the MiTec team. In this role, you will work closely with our Customer Services and Scheduling teams to deliver expert remote support for security systems, reducing unnecessary engineer dispatch by diagnosing and resolving issues through remote tools, creative troubleshooting, and strong technical insight.
You will play a key part in keeping our customers protected by understanding how security systems behave — from the moment a device activates to the point an alarm is received in the ARC — and using that knowledge to deliver fast, accurate, high‑quality support.
- Provide first‑line and advanced technical support to customers, engineers, and internal teams across intruder alarms, CCTV, signalling devices, and networked systems.
- Use remote diagnostic platforms and a structured investigation approach to resolve calls before dispatching field engineers.
- Analyse activation pathways (e.g., sensor → control panel → signalling → ARC) to verify alarm legitimacy and pinpoint faults.
- Diagnose issues on a variety of CCTV systems across small, medium, and enterprise‑scale sites, including IP, analogue, hybrid, and VMS‑based architectures.
- Troubleshoot signalling device behaviours, understanding transmission paths, polling cycles, failover methods, and device capabilities.
- Apply networking fundamentals (IP addressing, subnetting, routing, VLANs, switching, fault isolation) to resolve connectivity issues across customer estates.
- Work creatively to identify root causes, using critical thinking to challenge assumptions and “look beyond the obvious.”
- Prioritise workload in line with contractual SLAs, ensuring timely and accurate updates.
- Provide reliable support to the Service Scheduling Team to help optimise engineer deployment.
- Maintain clear, professional communication with customers, ensuring a high standard of service delivery.
- Complete any additional tasks reasonably requested by line supervisors or the Head of Service.
- Strong understanding of intruder alarm system operation/architecture, including device activation, panel interpretation, signalling paths, and ARC delivery.
- Working knowledge of CCTV technologies, including:
- IP and analogue systems
- Common camera types (fixed, PTZ, multi‑sensor, thermal)
- Recording solutions (NVR, DVR, hybrid)
- Networked VMS architectures for small and large sites
- Good understanding of signalling devices, including device types, communication protocols, packet handling, resilience features, and monitoring options.
- Solid networking fundamentals:
- IP addressing and subnetting
- Routing basics and common network components
- Diagnosing latency, packet loss, and hardware/configuration faults
- Exposure to IP‑based security products and remote diagnostic tools.
- Customer‑focused with excellent telephone communication.
- Strong interpersonal skills and ability to work across departments.
- Ability to prioritise effectively and work under pressure.
- Evidence of creative and critical thinking when problem solving.
- Experience with UDL software for Pacom, Galaxy , and other intruder alarm panels.
- Familiarity with Cash4Windows.
- Experience supporting enterprise‑wide CCTV platforms.
- Remote programming of large‑scale access control systems.
- 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.
- A market‑leading benefits package including:
- Virtual GP access for you and your household
- Salary Finance options, including earned‑wage access
- Flexible lifestyle benefits through “Choices”
- High street and retail discounts via MiDeals
- Cycle‑to‑work scheme
- Life cover up to 4× salary
- Enhanced pension contributions
- Save‑As‑You‑Earn scheme
- Mitie Matching Share Plan
- Recognition through the Mitie Stars programme — monthly cash awards and a yearly prize of up to £10,000.
- A strong culture of learning and development, with extensive training pathways.
- The opportunity to be part of the UK's leading facilities management and professional services organisation.
- We will consider flexible working requests from day one of employment.
Mitie has been shaped by its people since 1987. With over 80,000 employees working across major banks, government sites, hospitals and schools, we remain committed to creating better places and thriving communities.
Join our Mitie Team.
Together, our diversity makes us stronger.
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