Security Systems Technical Support Engineer (100% Office Based - Craigavon, Northern Ireland)
* MiTec, 1st Floor, Unit 9 Silverwood Business Park, 70 Silverwood Road, Lurgan, Craigavon, County Armagh, BT66 6SY, UK
* Full-time
* £30,000 p/a
* 4 on 4 off shift pattern, 12 hour shifts. 2 days 2 nights (6am – 6pm/6pm -6am)
Company Description
Mitie was founded in 1987, Mitie is the UK's leading facilities management and professional services company, looking after a large, diverse, blue-chip customer base, from banks and retailers, to hospitals, schools and government offices. Mitie has over 49,000 people, 100+ office locations, and thousands of customers across the country, there's no limit to what you can achieve if you work for us.
Delivering the exceptional, every day
* Our purpose: our expertise, care, technology and insight create amazing work environments, helping our customers be exceptional every day.
* Our promise to our people: a place to work where you can thrive and be your best every day.
* Our promise to our customers: a trusted partner creating exceptional environments for your customers and people, adding value every day.
* Our culture – our core values and how we behave:
* We are one Mitie: we work as one to deliver a seamless, unrivalled service. We are all in it together, if we can help a customer or colleague in any way, we will. We are one Mitie.
* We are built on integrity and trust: integrity and trust are at the heart of all we do. We are the face of the company. We treat others as we would like to be treated. We are proud to work for Mitie.
* We go the extra mile: whether it's keeping things running smoothly in a safe environment, looking for new ways to do things better or fixing problems, going the extra mile for our colleagues and customers and keeping our promises is in our DNA.
* Our diversity makes us stronger: we are very proud of our rich and diverse culture and backgrounds. Our diversity creates ideas and insights. Everyone at Mitie has a voice and is treated as an equal.
* Our customers' business is our business: we are a partner, trusted for our expertise and for putting our customers at the heart of everything we do.
Behaviors:
* Knowledge of relevant procedures
* Level of customer service
* Team player
* Health and safety awareness and knowledge
* Communication
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 Service.
* Provide first line support to the customer to see if the call can be resolved before passing to the service team.
* To 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 & Fire.
* Customer focused.
* Excellent telephone manner.
* Team player.
* Strong interpersonal and communication skills.
* Ability to prioritise workloads.
* General varied product knowledge on fire systems.
* Network/IP based product experience.
* Windows patching experience.
* Cisco Networking experience.
* Server configuration experience.
* Windows and Linux operating systems experience.
Desirable Requirements for the Job:
* Experience of UDL software across Galaxy, ATS, Intruder Alarm Panels.
* Experience working on Cash4windows.
* Experience working on Enterprise wide networked CCTV systems to include Cathexis.
* Experience of Remote programming of industry standards on Enterprise wide networked Access control systems.
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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