Job description
Location: Lurgan
Salary: £30,000 per annum
Hours: Full-time
Shift Pattern: 4 on / 4 off (two days followed by two nights - 6am-6pm / 6pm-6am)
What's in it for you
When you join Mitie, you become part of a team that values expertise, collaboration, and career growth. Our market-leading benefits package includes:
1. Virtual GP access for you and your household
2. Salary Finance scheme - access up to 50% of earned pay before payday
3. Flexible benefits platform (Choices) to purchase additional holidays, insurance, or tech
4. High street discounts via the MiDeals platform
5. Cycle-to-work scheme
6. Life cover up to 4x your salary
7. Enhanced pension contributions
8. Save-as-you-earn and Mitie Matching Share Plan (with potential free shares)
9. Recognition through our Mitie Stars awards, with monthly prizes and a £10,000 annual top prize
10. Comprehensive training and development opportunities
We also consider flexible working requests from day one of employment.
About the Role
We're recruiting for a Technical Support Specialist to join the MiTec team in Lurgan, providing expert remote support for fire and security systems.
This is not a field-based role, it's a customer-facing technical position that involves diagnosing and resolving issues over the phone and via remote access tools. You'll play a key part in reducing the need for engineer callouts by identifying and solving problems quickly and effectively.
Working closely with our Customer Service and Scheduling teams, you'll ensure every customer receives a prompt, professional, and high-quality service.
Key Responsibilities
11. Provide first-line technical support to customers and engineers by phone and email
12. Diagnose faults on fire and security systems using remote access tools
13. Resolve issues where possible without the need for engineer attendance
14. Escalate unresolved cases to field engineers or relevant teams when required
15. Record accurate information and updates for scheduling and customer teams
16. Prioritise workload to meet service level agreements and contractual deadlines
17. Deliver excellent communication and customer service at all times
18. Support the Service Scheduling Team when required
What We're Looking For
Essential Requirements
19. Minimum of 3 years' experience supporting fire and security systems (CCTV, Access Control, Intruder, Fire)
20. Strong technical troubleshooting and diagnostic skills
21. Excellent telephone manner and ability to communicate clearly with customers
22. Good understanding of network/IP-based systems
23. Ability to manage workload in a fast-paced environment
24. Customer-focused, professional, and reliable team player
Desirable Experience
25. Familiarity with UDL software across Galaxy, ATS, and Intruder Alarm Panels
26. Experience with enterprise-level CCTV systems ( Cathexis)
27. Knowledge of Cash4Windows and enterprise-level Access Control systems
28. Strong understanding of IP/network infrastructure and remote programming
Why Join Us
This role offers the opportunity to build your career in a technical support environment while helping to keep our customers' security systems running smoothly. You'll receive comprehensive training, development opportunities, and recognition as part of a nationwide leader in facilities management and technology solutions.