Security Systems Technical Support Engineer

MiTec – Security Operations | Lurgan, Craigavon
Salary: £38,000 per annum
Hours: Shift Pattern 4 days on 4 days off times, 6am -6pm x2 and 6pm - 6am x2
Location: Mitec, 1st Floor, Unit 9, Silverwood Business Park, 70 Silverwood Road, Lurgan, Craigavon, County Armagh, BT66 6SY - 100% office-based

Better places, thriving communities.

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.

What We Offer

• A market‑leading benefits package including:

• Virtual GP access for you and your household
• Salary Finance options, including earned‑wage access
• Flexible lifestyle benefits through “Choices”
• High street and retail discounts via MiDeals
• Cycle‑to‑work scheme
• Life cover up to 4× salary
• Enhanced pension contributions
• Save‑As‑You‑Earn scheme
• Mitie Matching Share Plan

• Recognition through the Mitie Stars programme — monthly cash awards and a yearly prize of up to £10,000.
• A strong culture of learning and development, with extensive training pathways.
• The opportunity to be part of the UK's leading facilities management and professional services organisation.
• We will consider flexible working requests from day one of employment.

Join Us

Mitie has been shaped by its people since 1987. With over 80,000 employees working across major banks, government sites, hospitals and schools, we remain committed to creating better places and thriving communities.

Join our Mitie Team.
Together, our diversity makes us stronger.