MiTec, 1st Floor, Unit 9 Silverwood Business Park, 70 Silverwood Road, Lurgan, Craigavon, County Armagh, BT66 6SY, UK
Product Support Engineer
Salary: £41,097 per annum
Shift Pattern: Full time. 24/7, 365 role, 42 hours per week. 12‑hour shifts; 2 weeks of days (7am‑7pm) followed by 2 weeks of nights (7pm‑7am). Rolling pattern: Week 1 – four shifts (Monday, Tuesday, Saturday & Sunday); Week 2 – three shifts (Wednesday, Thursday, Friday). 100% office based.
What is in it for you
- Competitive salary
- Friendly and supportive team
- Training, career development & progression
- Overtime opportunities
- Benefits including online GP services, death in service, share options and discounts for shopping, cinema, holidays
- Free on‑site parking
Key Purpose Of The Job
Work alongside Customer Services and Scheduling departments to provide customer and engineering support efficiently, reducing calls passed to field engineers via remote diagnostic tools 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.
- Handle any other reasonable requests from line supervisors and Head of Service.
- Provide first‑line support to the customer to resolve calls before passing to the service team.
- Support the Security Control Centre Team when required.
Essential Requirements For The Job
- Minimum 3 years of engineering experience across multiple disciplines: intruder, CCTV, access control, key management and networks.
- Customer focused.
- Good PC and Microsoft product skills.
- Excellent telephone manner for remote diagnostics.
- Ability to work independently and in a team.
- Strong interpersonal and communication skills.
- Ability to prioritise workloads to meet SLA requirements.
- Network/IP product experience.
Desirable Requirements For The Job
- Experience with CSL signalling devices in intruder alarm systems.
- Experience with enterprise‑wide networked CCTV systems.
- Experience with remote programming of industry‑standard enterprise‑wide access control systems.
Desirable Product Knowledge
- AMAG Symmetry Access Control, Gallagher, Nedap.
- Milestone CCTV.
- Deister key management system.
- Allied Telesis.
Additional Information
Applicants without relevant engineer‑level experience must submit a personal statement detailing suitable work experience/skills.
Applicants must have a 5‑year checkable work history, a successful PSNI check as per BS5979 and BS7858, and current or ability to obtain SC clearance.
Applicants who have been unsuccessful at interview for the same grade role in the past six months are not accepted.
Equality, Diversity & Inclusion
We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long‑term condition requiring reasonable adjustments, please let us know.
#J-18808-Ljbffr…