Product Support Engineer
Location: MiTec, 1st Floor, Unit 9 Silverwood Business Park, 70 Silverwood Road, Lurgan, Craigavon, County Armagh, BT66 6SY, UK
Full-time, 100% office based. Salary: £41,097. Shift Pattern: 24/7, 365, 42 hours per week. 12 hour shifts, normally 2 weeks day shift 7am‑7pm followed by 2 weeks night shift 7pm‑7am. Rolling pattern: 4 shifts week 1 (Mon, Tue, Sat, Sun) then 3 shifts week 2 (Wed, Thu, Fri).
Key Purpose of the Job
Working alongside 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 engineers via remote diagnostics and phone advice for security‑related product calls.
Key Job Responsibilities
* Provide technical support to end users and engineers both internally and externally.
* Ensure prompt and accurate information is scheduled.
* Prioritise workload and meet contractual deadlines.
* Answer customer telephone calls ensuring internal customer service standards are met.
* Respond to any other reasonable requests from line supervisors and Head of Service.
* Provide first line support to the customer, resolving calls before passing to the service team.
* Provide support to Security Control Centre Team when required.
Essential Requirements
* Minimum 3 years experience across multiple disciplines including Intruder, CCTV, Access Control.
* Customer focused.
* Good PC skills / Microsoft products.
* Excellent telephone manner for remote diagnostics.
* Ability to work independently 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
* Experience with 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 (Product Specific)
* AMAG Symmetry Access Control / Gallagher / Nedap.
* Milestone CCTV.
* Deister Key Management System.
* Allied Telesis.
Additional Information
Applicants must have a 5‑year checkable history. 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.
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