Product Support Engineer
Role details
Job location
Tech stack
Job description
Product Support Engineer
- MiTec, 1st Floor, Unit 9 Silverwood Business Park, 70 Silverwood Road, Lurgan, Craigavon, County Armagh, BT66 6SY, UK, Craigavon, Lurgan, United Kingdom
- Full-time, 100% office based
- Salary: £41,097
- Shift Pattern: 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 followed by 2 weeks of nights - 7am-7pm/7pm-7am.
The rolling pattern consists of 4 shifts week 1 (Monday, Tuesday, Saterday, Sunday) followed by 3 shifts weeks 2 (Wednesday, Thursday, Friday)
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' experience across multiple disciplines including Intruder, CCTV, Access Control
Customer focused
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
Network/IP based product experience
Desirable Experience:
AMAG Symmetry Access Control/ Gallagher / Nedap
Milestone CCTV
Deister Key Management System
Allied Telesis
Additional Information:
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.
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.
We will consider flexible working requests from day one of employment.
Requirements
Candidate to have a minimum of 3 years' experience across multiple disciplines including Intruder, CCTV, Access Control
Customer focused
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
Network/IP based product experience
Desirable Experience:
AMAG Symmetry Access Control/ Gallagher / Nedap, 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.
Benefits & conditions
- MiTec, 1st Floor, Unit 9 Silverwood Business Park, 70 Silverwood Road, Lurgan, Craigavon, County Armagh, BT66 6SY, UK, Craigavon, Lurgan, United Kingdom
- Full-time, 100% office based
- Salary: £41,097
- Shift Pattern: 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 followed by 2 weeks of nights - 7am-7pm/7pm-7am.
The rolling pattern consists of 4 shifts week 1 (Monday, Tuesday, Saterday, Sunday) followed by 3 shifts weeks 2 (Wednesday, Thursday, Friday)
