Technical Support Engineer

Security Systems Technical Support Engineer

• Craigavon, Lurgan, United Kingdom
• Full-time
• Salary: £38,000 per annum
• Shift Pattern: Monday - Friday, 09:00 - 17:00
• 100% office-based

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 number of calls passed to field-based engineers by the 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 the 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:

• 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 Remote programming of industry standards on Enterprise wide networked Access control systems
• Network/IP based product experience