Security Systems Technical Support Engineer
Location: Mitie | 1st Floor, Unit 9 Silverwood Business Park, 70 Silverwood Road, Lurgan, Craigavon, County Armagh, BT66 6SY
Salary: £38,000 per annum
Shift Pattern: 4 on 4 off shift pattern consisting of two days followed by two nights (6am-6pm/6pm-6am), 12-hour shifts
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 incl. Access to on-line GP services, cycle to work scheme, MiDeals, death in service, share options and discounts for shopping, cinema, holidays, etc.
- Free on-site parking
About the Role
We are looking for a technically skilled and solutions‑driven Security Systems Technical Support Engineer to join the MiTec team. In this role, you will work closely with our Customer Services and Scheduling teams to deliver expert remote support for security systems, reducing unnecessary engineer dispatch by diagnosing and resolving issues through remote tools, creative troubleshooting, and strong technical insight.
You will play a key part in keeping our customers protected by understanding how security systems behave — from the moment a device activates to the point an alarm is received in the ARC — and using that knowledge to deliver fast, accurate, high‑quality support.
Key Responsibilities
Technical Support & Problem Resolution
- Provide first‑line and advanced technical support to customers, engineers, and internal teams across intruder alarms, CCTV, signalling devices, and networked systems.
- Use remote diagnostic platforms and a structured investigation approach to resolve calls before dispatching field engineers.
Analyse activation pathways (e.g., sensor control panel signalling- ARC) to verify alarm legitimacy and pinpoint faults.
Systems Knowledge & Troubleshooting
- Diagnose issues on a variety of CCTV systems across small, medium, and enterprise‑scale sites, including IP, analogue, hybrid, and VMS‑based architectures.
- Troubleshoot signalling device behaviours, understanding transmission paths, polling cycles, failover methods, and device capabilities.
- Apply networking fundamentals (IP addressing, subnetting, routing, VLANs, switching, fault isolation) to resolve connectivity issues across customer estates.
- Work creatively to identify root causes, using critical thinking to challenge assumptions and “look beyond the obvious.”
Operational Support
- Prioritise workload in line with contractual SLAs, ensuring timely and accurate updates.
- Provide reliable support to the Service Scheduling Team to help optimise engineer deployment.
- Maintain clear, professional communication with customers, ensuring a high standard of service delivery.
- Complete any additional tasks reasonably requested by line supervisors or the Head of Service.
Essential Experience & Skills
Technical Competence
- Strong understanding of intruder alarm system operation/architecture, including device activation, panel interpretation, signalling paths, and ARC delivery.
- Working knowledge of CCTV technologies, including:
- IP and analogue systems
- Common camera types (fixed, PTZ, multi‑sensor, thermal)
- Recording solutions (NVR, DVR, hybrid)
- Networked VMS architectures for small and large sites
- Good understanding of signalling devices, including device types, communication protocols, packet handling, resilience features, and monitoring options.
- Solid networking fundamentals:
- IP addressing and subnetting
- Routing basics and common network components
- Diagnosing latency, packet loss, and hardware/configuration faults
- Exposure to IP‑based security products and remote diagnostic tools.
Soft Skills
- Customer‑focused with excellent telephone communication.
- Strong interpersonal skills and ability to work across departments.
- Ability to prioritise effectively and work under pressure.
- Evidence of creative and critical thinking when problem solving.
Desirable Qualifications & Experience
- Experience with UDL software for Pacom, Galaxy and other intruder alarm panels.
- Familiarity with Cash4Windows.
- Experience supporting enterprise‑wide CCTV platforms.
- Remote programming of large‑scale access control systems.
Essential
- 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.
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.
