Product Support Engineer

Product Support Engineer

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 per annum. Shift pattern: 24/7, 365 role, 42 hours per week. Working 12‑hour shifts – 7am‑7pm/7pm‑7am, normally 2 weeks of days followed by 2 weeks of nights. Rolling pattern consists of 4 shifts week 1 (Mon, Tue, Sat, Sun) followed by 3 shifts week 2 (Wed, Thu, Fri).

Working alongside the 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‑based engineers by using remote diagnostic tools and phone advice for security‑related product calls.

• Provide technical support to end‑users and engineers, internally and externally.
• Ensure prompt and accurate information is scheduled.
• Prioritise workload and meet contractual deadlines.
• Answer customer telephone calls, meeting internal customer service standards.
• Handle 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.
• Provide support to the Security Control Centre Team when required.

• Minimum 3 years of experience across multiple disciplines including Intruder, CCTV, Access Control.
• Customer focused.
• Good level of PC skills / Microsoft products.
• Excellent telephone manner for remote diagnostic over the phone.
• 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.

• 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.

• AMAG Symmetry Access Control / Gallagher / Nedap.
• Milestone CCTV.
• Deister Key Management System.
• Allied Telesis.

Applicants must have a 5‑year checkable history and successfully pass a PSNI check as per BS5979 and BS7858 screening. 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. Our benefits include virtual GP, salary finance scheme, flexible lifestyle benefits platform (Choices) with optional extra holidays, insurance, technology discounts, cycle‑to‑work scheme, up to four times salary life cover, enhanced pension contributions, save‑as‑you‑earn scheme, and a Mitie Matching Share Plan. Recognition as Mitie Stars includes cash prizes and a £10,000 top prize.

We offer extensive training and development. We are committed to an inclusive and accessible recruitment process. If you have a disability or long‑term condition, please let us know by emailing…

Together our diversity makes us stronger.