We are looking for an experienced and competent Technical Support Engineer to join our growing team with the Response Coordination Centre (RCC) at Dematic Software. As a Technical Support Engineer, you will be working within the RCC team and be responsible for providing essential day-to-day support to customers. The role will involve providing engineering support, managing incidents through to resolution and acting upon and monitoring generated alerts.
We offer:
Career Development
Competitive Compensation and Benefits
Pay Transparency
Global Opportunities
Learn More Here:
Tasks and Qualifications:
MAIN JOB OBJECTIVES
• Ensure reported incidents are correctly logged and assigned, and accurately updated as the resolution progresses
• Initiate investigations into relevant incidents
• Communicate with the customer to understand the underlying issue(s) and provide timely feedback
• Work proactively with colleagues across the team to ensure prompt resolution of each incident within agreed SLA timescales.
• Provide support to colleagues through knowledge sharing and promoting knowledge sharing initiatives
REQUIRED SKILLS
• An excellent command of the English language (both spoken and written)
• A team player with a desire for continuous improvement and able to accept constructive feedback in a busy working environment
• Able to adhere to current processes with an open mind
• Able to work shifts including night and weekends with a flexible approach
• Familiarity with the use of incident management and reporting tools
• Demonstrable detailed experience working in a customer facing role
DESIRED SKILLS
• A knowledge of ITIL processes, and ideally ITIL certified
• While you will be educated and supported on the job, an inherent aptitude to technical problem solving
• A willingness to visit customer sites to gain a deeper understanding of applications
• A strong software engineering or computing background
• Experience with working in the Information Technology industry
• Further/higher education qualifications preferably in an engineering discipline and/or computing
BENEFITS
• Competitive salary- based on level of experience and expertise
• Incentive scheme designed to reward individual contribution and performance
• Group Personal Pension scheme with generous Company contributions and made by salary exchange
• Holidays - 25 days plus bank holidays
• Private Health scheme (non-contributory for employees)
• Life assurance
• Working at a newly refurbished campus which includes a gym for staff with full showering facilities