Job reference 333058
Technical Support Engineer
Competitive salary; 25 days annual leave plus bank holidays rising with service and a company pension scheme with highly competitive contribution rates
Permanent, Full time
Hybrid London Farringdon Office x3 days a week
Job Purpose
The Parcel Locker Technical Support Engineer will be responsible for troubleshooting, diagnosing, and resolving technical issues related to parcel locker hardware and software systems. This role is critical to ensuring smooth, uninterrupted service for users, and involves both remote support and on‑site visits to resolve more complex issues.
Key Responsibilities
* Provide first‑line technical support to clients, customers, and internal teams for hardware, software, and network issues related to parcel lockers.
* Diagnose, troubleshoot, and resolve technical problems in a timely manner, offering solutions over the phone, email, or via remote access tools.
* Manage and prioritize support requests using a ticketing system (e.g., Zendesk, Jira).
* Offer training and guidance to customers on best practices for using parcel locker systems.
* System Maintenance & Monitoring: monitor status and performance of parcel lockers, perform regular software updates and system maintenance, maintain integrity of system backups and configurations, troubleshoot and escalate firmware, hardware and connectivity issues.
* Hardware & Software Troubleshooting: work closely with the engineering team to identify hardware or software‑related issues and propose technical solutions, handle repair and replacement of faulty hardware components (touchscreens, sensors, motors, locks and other components).
* On‑site Support: provide on‑site support for more complex technical issues and installations, travel to customer locations for troubleshooting, installations and maintenance as required.
* Customer Communication: maintain clear and professional communication with clients, provide status updates on support requests, work closely with account managers and customer service teams to ensure client satisfaction.
* Documentation: document common technical issues and their solutions to create a knowledge base, assist in creating technical manuals and customer‑facing guides.
* Continuous Improvement: provide feedback to development and engineering teams regarding recurring technical issues and product improvements, participate in product testing and beta programs to ensure new releases meet quality standards.
Required Skills and Qualifications
* Education
o Bachelor’s degree in Computer Science, Electrical Engineering, Telecommunications, or a related field (or equivalent work experience).
* Experience
o Minimum 2‑3 years of experience in technical support or engineering roles, ideally with experience in automated systems, kiosks, or parcel lockers.
o Hands‑on experience with hardware troubleshooting and repairs.
o Familiarity with network setups, IP addressing, and network troubleshooting (Wi‑Fi, LAN, VPN).
* Technical Skills
o Strong understanding of embedded systems, hardware diagnostics, and software troubleshooting.
o Proficient with operating systems such as Windows, Linux, and Android.
o Knowledge of SQL, databases, or scripting languages (e.g., Python, Bash) is a plus.
o Familiarity with cloud‑based applications and APIs.
o Knowledge of hardware components like sensors, motors, touchscreens, and microcontrollers.
* Problem‑Solving
o Strong analytical and troubleshooting skills with the ability to identify root causes and deliver practical solutions.
o Ability to work under pressure and resolve issues quickly and efficiently.
* Communication
o Strong verbal and written communication skills.
o Ability to explain technical concepts to non‑technical clients in an easy‑to‑understand manner.
* Customer‑Oriented
o Excellent customer service skills, with a focus on building long‑term relationships with clients.
o Ability to work independently and as part of a team in a dynamic, fast‑paced environment.
Desirable Skills
* Certifications
o ITIL Foundation Certification or other relevant certifications in IT or technical support.
o Certifications related to hardware or embedded systems (e.g., CompTIA A+, Cisco Networking).
* Experience with Parcel Lockers
o Previous experience working with parcel locker systems or similar automated delivery solutions.
Working Environment
* Office & Field Work: Combination of office‑based work and occasional travel to client sites for on‑site support and installations.
* Shift Work: Some flexibility in working hours may be required depending on customer needs and support requests.
* Tools: The company will provide all necessary tools and equipment, including remote access software, laptops, and diagnostic tools.
Extra Benefits
* Family friendly support – enhanced maternity pay, paternity leave, adoption leave and shared parental leave.
* Discounts and offers – more than 800 offers to help you save on groceries, days out, holidays and household bills.
* Supportive and generous company sick pay.
* Your Wellbeing – you and your family have 24/7 access to services and tools for physical, mental, financial, social support and advice.
* Available only to permanent employees.
Next Steps
The next stage of the selection process will be a face‑to‑face / virtual interview consisting of competency‑based and role‑specific questions.
Trust is the foundation of Royal Mail. We aim to be transparent about the qualities we seek and what a career with us entails, building trust from the start of your journey with us. Your interview is the first step, and we want you to shine. To help you prepare, we’ll provide your interview questions in advance, so you can have your best examples ready. At Royal Mail Group, we value trust and our people.
We understand that candidates may not meet all the criteria for the role. If your experience is different, but you have relevant skills we’d love to hear from you.
Royal Mail Group is committed to inclusion and representing the diverse communities we serve. We welcome applications from all individuals. As a proud Gold signatory to the Armed Forces Covenant, we especially encourage applications from the Armed Forces community, including cadet instructors and spouses / partners.
We are committed to ensuring an inclusive recruitment process. If you require any adjustments to support you during the hiring process, please discuss these with your recruiter when contacted.
We are Forces family friendly and a Gold signatory to the Armed Forces Covenant. We welcome applications from ex‑Armed Forces personnel, reservists, veterans, cadet instructors and military spouses / partners.
For more information on Royal Mail Group and our values please click here: https://www.internationaldistributionsservices.com/en/about-us/
Closing Date
21st December 2025 – please note, this advert may close early if the appropriate number of applications has been reached.
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