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
- Salary: £38,000-£41,000 TBC
- Shift Pattern: This role operates 24/7, 365 days, with 40 hours per week. You will work 12-hour shifts, alternating two weeks of days and two weeks of nights.
Key Purpose of the Job:
Collaborate with Customer Services and Scheduling departments to provide timely customer and engineering support. Aim to reduce calls passed to field engineers by utilizing remote diagnostic tools and phone advice for fire and security-related issues.
Key Job Responsibilities:
1. Provide technical support to end users and engineers internally and externally.
2. Ensure prompt and accurate scheduling of information.
3. Prioritize workload to meet contractual deadlines.
4. Answer customer calls, maintaining internal customer service standards.
5. Fulfill other reasonable requests from supervisors and the Head of Service.
6. Provide first-line support to resolve customer issues before escalating.
7. Support the Service Scheduling Team as required.
Essential Requirements:
* Minimum of 3 years' experience in disciplines including Intruder, CCTV, Access Control, and Fire systems.
* Customer-focused with excellent telephone manners.
* Team player with strong interpersonal and communication skills.
* Ability to prioritize workloads.
* General knowledge of fire systems and network/IP-based products.
Desirable Requirements:
* Experience with UDL software (Galaxy, ATS, Intruder Alarm Panels).
* Experience with Cash4windows, Enterprise-wide networked CCTV systems (including Cathexis), and remote programming of access control systems.
* Additional experience with AMAG Access Control, Milestone CCTV.
Additional Information:
Flexible working requests will be considered from day one. Applications from candidates previously unsuccessful in the same role within the past 6 months will not be accepted.
We offer various benefits including virtual GP, financial wellbeing schemes, flexible holiday options, high street discounts, cycle-to-work scheme, life cover, enhanced pension contributions, employee recognition programs, and career development opportunities.
Since 1987, Mitie has employed 76,000 people globally, providing facilities management and professional services to clients including banking, government, hospitals, and schools.
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