Job description
Role - Product Support Engineer / Product Commissioning Engineer
Location - Lurgan
Salary - £41097
Key Purpose of the Product Support Engineer - Rotating shift pattern
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 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.
Key Purpose of the Product Commissioning Engineer - Monday to Thursday 3pm-1am (10 hour shift )
Working alongside the Customer Services to provide customer and engineering support in a timely and efficient manner. Working with Project delivery and Installation teams to build site configurations into the headend server infrastructure. Provide Commissioning support to Engineers across the variety of Electronic Security systems.
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 Engineer telephone calls ensuring internal customer service standards are met.
Any other reasonable requests from the line supervisors and Head of Service
To provide support to the Security Control Centre Team when required.
Essential Requirements for the Job:
Candidate to have a minimum of 3 years' Fire and Security Multi discipline Engineer, experience across security products including Intruder, CCTV, Access Control or alternatively from a Networks Security discipline setting up and managing VPN's., understanding VLAN's.
Customer focused
Good Level of PC skills / Microsoft products
Excellent telephone manner providing over the phone remote diagnostic and collaboration with onsite Engineer installation teams.
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 / Experience:
AMAG Symmetry Access Control/ Gallagher / Nedap
Milestone CCTV
Deister Key Management System
Allied Telesis
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