Product Support Engineer

Working alongside customer service and scheduling teams, you will provide technical support to customers and engineers while helping resolve issues remotely where possible. The aim is to reduce the need for field engineer callouts by diagnosing and resolving faults efficiently over the phone and through remote support tools., * Providing technical support to internal and external engineers and end users

• Delivering first-line remote diagnostics and fault resolution
• Handling customer calls professionally and efficiently
• Prioritising workload to meet SLA and contractual deadlines
• Scheduling and communicating accurate job information
• Supporting the Security Control Centre team when required
• Escalating unresolved issues appropriately
• Maintaining high customer service standards at all times

Do you have experience in Technical support?, * Minimum 3 years' engineering experience across:

• Intruder alarms
• CCTV systems
• Access control
• Key management systems
• Networks/IP-based products
• Strong customer service and communication skills
• Excellent telephone manner with remote diagnostic experience
• Good knowledge of Microsoft Office and PC systems
• Ability to work independently and as part of a team
• Strong organisational skills and ability to prioritise workloads

Desirable Experience

• Enterprise-wide CCTV systems
• Remote programming of access control systems
• Experience with signalling devices relating to intruder alarm systems

Desirable Product Knowledge

• AMAG Symmetry Access Control
• Gallagher
• Nedap
• Milestone CCTV
• Deister Key Management Systems
• Allied Telesis

Additional Information

• Applicants must provide a 5-year checkable work history
• Successful candidates must pass relevant background and security screening checks
• Candidates must currently hold, or be eligible to obtain, SC Clearance

Pulled from the full job description

• Free parking
• On-site parking, £41,097 per annum Full Time | 42 Hours Per Week | Rotating Days & Nights

Silverwood Recruitment is currently recruiting for a Product Support Engineer to join a highly skilled technical support team based in the Lurgan area. This is an excellent opportunity for an experienced engineer with a strong background in security systems and network-based technologies to join a fast-paced operational environment offering long-term career progression.

Shift Pattern

This role operates on a 24/7 rotating shift basis consisting of 12-hour shifts:

• 2 weeks of day shifts (7am-7pm)
• Followed by 2 weeks of night shifts (7pm-7am)

Rolling pattern:

• Week 1: Monday, Tuesday, Saturday & Sunday
• Week 2: Wednesday, Thursday & Friday

Please note: This is a fully office-based role.

What's in it for You?

• Competitive salary
• Friendly and supportive working environment
• Ongoing training and career development
• Overtime opportunities
• Excellent employee benefits package including:
• Online GP services
• Retail, cinema and holiday discounts
• Financial wellbeing support
• Life cover and share schemes
• Free on-site parking