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- Tasks: Provide top-notch technical support for security products and assist customers efficiently.
- Company: Join a leading security solutions provider with a focus on teamwork.
- Benefits: Competitive salary, flexible working options, and opportunities for professional growth.
- Why this job: Make a difference by solving real-world security challenges and supporting customers directly.
- Qualifications: 3+ years in security systems, strong communication skills, and customer-focused mindset.
- Other info: Dynamic role with a chance to work in a fast-paced environment.
The predicted salary is between 35000 - 46000 £ per year.
Location: MiTec, 1st Floor, Unit 9 Silverwood Business Park, 70 Silverwood Road, Lurgan, Craigavon, County Armagh, BT66 6SY, UK
Full-time, 100% office based. Salary: £41,097. Shift Pattern: 24/7, 365, 42 hours per week. 12 hour shifts, normally 2 weeks day shift 7am‑7pm followed by 2 weeks night shift 7pm‑7am. Rolling pattern: 4 shifts week 1 (Mon, Tue, Sat, Sun) then 3 shifts week 2 (Wed, Thu, Fri).
Key Purpose of the Job
Working alongside 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 engineers via remote diagnostics and phone advice for security‑related product calls.
Key Job Responsibilities
- Provide technical support to end users and engineers both internally and externally.
- Ensure prompt and accurate information is scheduled.
- Prioritise workload and meet contractual deadlines.
- Answer customer telephone calls ensuring internal customer service standards are met.
- Respond to any other reasonable requests from line supervisors and Head of Service.
- Provide first line support to the customer, resolving calls before passing to the service team.
- Provide support to Security Control Centre Team when required.
Essential Requirements
- Minimum 3 years experience across multiple disciplines including Intruder, CCTV, Access Control.
- Customer focused.
- Good PC skills / Microsoft products.
- Excellent telephone manner for remote diagnostics.
- 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
- 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 (Product Specific)
- AMAG Symmetry Access Control / Gallagher / Nedap.
- Milestone CCTV.
- Deister Key Management System.
- Allied Telesis.
Additional Information
Applicants must have a 5‑year checkable history. Must successfully pass a PSNI check as per BS5979 and BS7858 screening as per industry standard. 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.
Product Support Engineer in Wales employer: Mitie
Contact Detail:
Mitie Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Product Support Engineer in Wales
✨Tip Number 1
Get to know the company! 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 this 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 will set you apart.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or attend industry events. This can give you insider info about the company culture and possibly even a referral, which can boost your chances of landing the job.
✨Tip Number 4
Apply through our website! We love seeing applications come directly from candidates who are excited about joining us. Make sure to highlight your customer service experience and technical skills in your application.
We think you need these skills to ace Product Support Engineer in Wales
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. Mention your customer-focused approach and any specific experiences that relate to the key responsibilities.
Show Off Your Communication Skills: Since this role involves a lot of customer interaction, make sure your written application reflects your excellent communication skills. Keep it clear, concise, and professional – we love a good chat, but let’s keep it to the point!
Apply Through Our Website: We encourage you to apply directly 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 – just follow the prompts!
How to prepare for a job interview at Mitie
✨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 how you prioritise customer satisfaction.
✨Demonstrate Your Problem-Solving Abilities
Be ready to tackle hypothetical scenarios that may come up during the interview. Think about how you would approach remote diagnostics or troubleshooting calls. Showing your thought process can impress interviewers and demonstrate your capability to handle real-life situations.
✨Familiarise Yourself with the Company Culture
Research the company and its values before the interview. Understanding their approach to customer service and teamwork will help you align your answers with what they’re looking for. Plus, it shows genuine interest in the role and the company!
