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- Tasks: Provide top-notch technical support to customers and engineers, solving issues efficiently.
- Company: Join Mitie, a diverse and inclusive tech company with a strong team spirit.
- Benefits: Enjoy flexible working, competitive salary, and awesome perks like extra holidays and tech discounts.
- Why this job: Make a real difference in customer service while developing your skills in a dynamic environment.
- Qualifications: 3+ years in security systems, great communication skills, and a customer-focused mindset.
- Other info: Extensive training opportunities and recognition for your hard work await you!
The predicted salary is between 41097 - 41097 ÂŁ per year.
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).
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 using remote diagnostic tools and phone advice for security‑related product calls.
Key Job Responsibilities
- 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.
Essential Requirements For The Job
- 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.
Desirable Requirements For The Job
- 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.
Desirable Experience
- AMAG Symmetry Access Control / Gallagher / Nedap.
- Milestone CCTV.
- Deister Key Management System.
- Allied Telesis.
Additional Information
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… Join Our Mitie Team Together our diversity makes us stronger.
Product Support Engineer employer: Mitie Cleaning & Hygiene Services
Contact Detail:
Mitie Cleaning & Hygiene Services Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Product Support Engineer
✨Tip Number 1
Get to know the company inside out! Research MiTec and understand their products and services. This will help you tailor your conversations during interviews and show that you're genuinely interested in the role.
✨Tip Number 2
Practice your technical skills! Since the role involves providing support for security-related products, brush up on your knowledge of Intruder, CCTV, and Access Control systems. Being able to speak confidently about these topics will set you apart.
✨Tip Number 3
Network like a pro! Connect with current or former employees on LinkedIn. They can provide insights into the company culture and possibly even refer you internally, which can give you a leg up in the hiring process.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows that you’re proactive and serious about joining the team at MiTec.
We think you need these skills to ace Product Support Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience with Intruder, CCTV, and Access Control systems. We want to see how your skills match the job description, so don’t be shy about showcasing your relevant experience!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re the perfect fit for the Product Support Engineer role. Share specific examples of how you've provided excellent customer support in the past.
Show Off Your Technical Skills: Since this role involves providing technical support, make sure to mention your proficiency with Microsoft products and any network/IP based product experience. We love seeing candidates who can hit the ground running!
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Mitie Cleaning & Hygiene Services
✨Know Your Tech Inside Out
As a Product Support Engineer, you'll need to be well-versed in security-related products like Intruder systems, CCTV, and Access Control. Brush up on your technical knowledge and be ready to discuss specific experiences you've had with these technologies during the interview.
✨Show Off Your Customer Service Skills
This role is all about providing top-notch support to customers. Prepare examples of how you've successfully handled customer queries or resolved issues in the past. Highlight your excellent telephone manner and ability to communicate complex information clearly.
✨Demonstrate Your Problem-Solving Abilities
Be ready to showcase your troubleshooting skills. Think of scenarios where you used remote diagnostic tools or provided first-line support to resolve issues before escalating them. This will show that you can think on your feet and prioritise effectively.
✨Understand the Shift Patterns
Since this role involves 12-hour shifts, it's crucial to express your willingness and ability to work within this schedule. Familiarise yourself with the shift pattern and be prepared to discuss how you manage work-life balance while meeting the demands of a 24/7 role.
