Technical Support Engineer

Populus; Northern Ireland; On-site; GBP 30,000 - 35,000; Full time

Job summary

A prominent service provider in Craigavon is seeking an individual for a full-time technical support role. The position involves working closely with the Customer Services and Scheduling departments, providing timely support for fire and security-related inquiries via phone. Ideal candidates will have strong communication skills and the ability to prioritize tasks, ensuring customer satisfaction. This is a 100% office-based position with a shift pattern of 12-hour shifts on a 4 on 4 off schedule.

Qualifications

• Customer-focused with strong interpersonal and communication skills.
• Ability to prioritize workload effectively.
• General knowledge of fire systems, including network/IP products.

Responsibilities

• Provide technical support to end users and engineers.
• Ensure prompt scheduling of accurate information.
• Answer customer calls while meeting service standards.
• Support the Service Scheduling Team when needed.

Skills

Customer focus

Communication skills

Team player

Prioritization

Job description

• Craigavon, Lurgan, United Kingdom
• Full-time
• Salary: 30,000 per annum
• Shift Pattern: 4 on 4 off shift pattern consisting of two days followed by two nights (6am-6pm/6pm-6am), 12-hour shifts
• 100% office-based

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 number of calls passed to field-based engineers by the use of remote diagnostic tools and phone advice for both fire and security-related 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 the 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 Service Scheduling Team when required.

Essential Requirements for the Job:

• Customer focused
• Excellent telephone manner
• Team player
• Strong interpersonal and communication skills
• Ability to prioritise workloads
• General varied product knowledge on fire systems
• Network/IP based product experience

Desirable Requirements for the Job:

• Experience of Remote programming of industry standards on Enterprise wide networked Access control systems
• Network/IP based product experience