At a Glance
- Tasks: Provide technical support and ensure customer satisfaction through effective communication.
- Company: Join a friendly team at a leading security solutions provider.
- Benefits: Enjoy competitive salary, career development, and great perks like discounts and free parking.
- Other info: Full-time role with 12-hour shifts; excellent growth opportunities await you.
- Why this job: Make a real difference by solving customer issues and enhancing security systems.
- Qualifications: 3 years of engineering experience and strong communication skills required.
The predicted salary is between 41097 - 41097 £ per year.
MiTec, 1st Floor, Unit 9 Silverwood Business Park, 70 Silverwood Road, Lurgan, Craigavon, County Armagh, BT66 6SY, UK
Salary: £41,097 per annum
Shift Pattern: Full time. Please note this is a 24/7, 365 role, for 42 hours per week. You will be working 12-hour shifts, normally 2 weeks of days (7am-7pm) followed by 2 weeks of nights (7pm-7am). The rolling pattern consists of:
- Week 1 – Four shifts (Monday, Tuesday, Saturday & Sunday)
- Week 2 – Three shifts (Wednesday, Thursday, Friday)
100% office based
What is in it for you?
- A competitive salary
- A friendly and supportive team
- Training, career development & progression
- Overtime opportunities
- A great selection of benefits including access to on-line GP services, death in service, share options and discounts for shopping, cinema, holidays, etc.
- Free on-site parking
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 security related product 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 Security Control Centre Team when required.
Essential Requirements for the Job:
- Candidate to have a minimum of 3 years' Engineering experience across multiple disciplines including Intruder, CCTV, Access Control, Key Management and networks.
- Customer focused
- Good level of PC skills / Microsoft products
- Excellent telephone manner providing over the phone remote diagnostic.
- Ability to work on your own 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 of 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
Desirable Product Knowledge:
- AMAG Symmetry Access Control / Gallagher / Nedap
- Milestone CCTV
- Deister Key Management System
- Allied Telesis
Additional Information: If your working history does not include experience at an engineer level in the required fields, your application is required to contain a personal statement detailing your work experience/skills that make you suitable for the position. Applicants must have a 5-year checkable history. You must successfully pass a PSNI check as per BS5979 and BS7858 screening as per industry standard. Must currently hold SC clearance or be able to obtain the SC Clearance. 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.
Product Support Engineer employer: Mitie Group plc.
At MiTec, we pride ourselves on being an excellent employer, offering a competitive salary and a supportive work environment that fosters career development and progression. Our team enjoys a range of benefits, including access to online GP services, share options, and discounts for various services, all while working in a friendly atmosphere at our Lurgan location. With opportunities for overtime and a commitment to employee growth, MiTec is dedicated to ensuring that our Product Support Engineers thrive both personally and professionally.
StudySmarter Expert Advice🤫
We think this is how you could land Product Support Engineer
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Mitie Group plc.. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Mitie Group plc. before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Product Support Engineer
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Mitie Group plc.:Your cover letter is your chance to shine! Tell us why you want to work at Mitie Group plc. specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Mitie Group plc.!
How to prepare for a job interview at Mitie Group plc.
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
