Security Systems Remote Technical Support Engineer

at  Mitie

SECURITY SYSTEMS REMOTE TECHNICAL 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
• £30,000 p/a
• 4 on 4 off shift pattern, 6pm-6am, nights only

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 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.

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

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
Network/IP based product experience

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 Intruder, CCTV, fire systems
Network/IP based product experience

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.