Technical Support Engineer

Populus; Portadown; On-site; GBP 25,000 - 30,000; Full time

Job summary

A leading security systems provider is seeking a full-time Security Systems Technical Support Engineer for their Portadown office. You will work in a customer-facing role, providing essential technical support to both users and engineers while ensuring efficient scheduling and meeting service standards. The ideal candidate will possess excellent communication skills and a strong focus on customer satisfaction. This position follows a 4 on 4 off shift pattern and requires expertise in fire systems and network/IP products.

Qualifications

• Excellent telephone manner required.
• Strong interpersonal and communication skills are essential.
• Experience with fire systems and network/IP products preferred.

Responsibilities

• Provide technical support to end users and engineers.
• Ensure prompt and accurate scheduling information.
• Prioritise workload and meet contractual deadlines.
• Answer customer telephone calls to maintain service standards.
• Provide first-line support to customers.

Skills

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

Job description

Security Systems Technical Support Engineer

* 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