Technical Support Agent in Craigavon

Security Systems Technical Support Engineer

Base pay range: £30,000 per annum

Employment type: Full-time

Shift pattern: 4 on 4 off shift pattern consisting of two days followed by two nights (6am-6pm/6pm-6am), 12‑hour shifts

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

• 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

• Experience of Remote programming of industry standards on enterprise‑wide networked Access control systems.
• Network/IP based product experience.

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