Product Support Engineer

Mitie

  • Lurgan, Co Armagh
  • £38,000-41,000 per year
  • Permanent
  • Full-time
  • 6 days ago
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: Please note, this is a 24/7, 365 role, for 40 hours per week. You will be working 12 hour shifts, 2 weeks of days followed by 2 weeks of nights.
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 both fire and security related 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 ServiceProvide first line support to the customer to see if the call can be resolved before passing to the service teamTo provide support to the Service Scheduling 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 & FireCustomer focusedExcellent telephone mannerTeam playerStrong interpersonal and communication skillsAbility to prioritise workloadsGeneral varied product knowledge on fire systemsNetwork/IP based product experienceDesirable Requirements for the Job:Experience of UDL software across Galaxy, ATS, Intruder Alarm PanelsExperience working on Cash4windowsExperience working on Enterprise-wide networked CCTV systems to include CathexisExperience of Remote programming of industry standards on Enterprise-wide networked Access control systemsNetwork/IP based product experienceDesirable Experience:AMAG Access ControlMilestone CCTVAdditional Information:We will consider flexible working requests from day one of employment.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.Our market-leading offering provides you with benefits that suit your lifestyle.We have a virtual GP on hand for you and members of your household. So you can get expert advice by video or phone without having to leave your home. We offer financial wellbeing assistance through our Salary Finance scheme. For example, you could access 50% of your earned pay before payday for a small fee. Salary Finance also offers competitive loans.When you join us, we'll give you a link to our flexible lifestyle benefits platform, Choices. You might choose to purchase up to five extra days' holiday each year. You might buy critical illness insurance, seek dental treatment or buy technology products at an affordable cost. There are many choices!We give you access to high street discounts from thousands of well-known retailers, gyms and more through our MiDeals platform. And we have a cycle-to-work scheme. Life cover of up to four times your salary is available. We also offer enhanced pension contributions, a save-as-you-earn scheme, and a Mitie Matching Share Plan (you could even be awarded free shares in Mitie).We award our employees with Mitie Stars as recognition for their hard work. There are cash prizes up for grabs each month and at the end of the year there's a chance to scoop a top prize of £10,000!Our success is a direct result of the experience and quality of our people. Progressing your career is therefore a top priority for us. We offer a diverse variety of training and development avenues via a wide selection of learning resources to suit you.Since 1987, Mitie's 76,000 employees have been maintaining companies globally. We are the UK's leading facilities management and professional services company, and our clients range from household names in banking, critical government sites as well as hospitals and schools.

Mitie