Overview
We are looking for an experienced and competent Technical Support Engineer to join the growing team at Dematic Software’s Response Coordination Centre (RCC). The role involves providing day‑to‑day engineering support, managing incidents through to resolution, and monitoring generated alerts.
Responsibilities
* Ensure reported incidents are correctly logged, assigned, and updated as the resolution progresses.
* Initiate investigations into relevant incidents.
* Communicate with customers to understand underlying issue(s) and provide timely feedback.
* Work proactively with colleagues across the team to ensure prompt incident resolution within agreed SLA time‑scales.
* Support colleagues through knowledge sharing initiatives.
Required Skills
* Excellent command of English (spoken and written).
* Team player with a desire for continuous improvement and able to accept constructive feedback in a busy environment.
* Adherence to current processes with an open mind.
* Availability to work shifts, including night and weekends, with a flexible approach.
* Familiarity with incident management and reporting tools.
* Demonstrable detailed experience in a customer‑facing role.
Desired Skills
* Knowledge of ITIL processes; ITIL certification is a plus.
* Aptitude for technical problem solving.
* Willingness to visit customer sites to gain a deeper understanding of applications.
* Strong software engineering or computing background.
* Experience in the Information Technology industry.
* Higher education qualifications in an engineering or computing discipline.
Benefits
* Competitive salary based on experience and expertise.
* Incentive scheme rewarding individual contribution and performance.
* Group Personal Pension scheme with generous company contributions and salary exchange.
* 25 holiday days plus bank holidays.
* Private health scheme (non‑contributory for employees).
* Life assurance.
* Access to a newly refurbished campus, gym, and full showering facilities for staff.
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