Technical Support Engineer

As a Technical Support Engineer, you will be tasked to resolve issues with InPost Automatic Parcel Machines Software, hardware, and peripherals. As an engineer in a team of five, you will examine issues with IT software and equipment, to develop and deploy solutions to keep systems working.

The Technical Support Engineer will report into our Technical Support Manager and may also work with technicians and administrators in UK and Poland to resolve issues that require extra attention or indicate a larger problem within the IT ecosystem. This role requires strong technical and creative problem-solving skills mixed with client support and service, and SQL experience would be ideal but not essential.

What you'll be doing:

• Proficiently troubleshooting, resolving, and escalating tickets based on their priority to ensure compliance with Service Level Agreements (SLAs)
• Providing remote technical guidance and assistance to field service engineer teams via mobile and email, ensuring swift resolution and minimizing service disruptions to our Automated Parcel Machine network
• Analysing Automated Parcel Machine logs to identify underlying issues and emerging trends, enabling proactive problem-solving using tools like Grafana/Zabbix/Kibana
• SQL scripts, editing and creating to extract and create data along with automated scripts
• Assist the Service Desk team by effectively addressing complex technical queries, demanding in-depth analysis and resolution
• Responsible for the creation, development, and maintenance of comprehensive APM documentation, ensuring accuracy and accessibility
• Conducting training sessions on Automated Parcel Machines operations for both internal and external stakeholders, sharing valuable insights and expertise
• Understanding upcoming software and hardware changes and performing tests in a safe environment with other teams
• Collaborate and knowledge share with the Research and Development (R&D) teams in the UK and Poland to facilitate the development of improved system solutions

We're looking for people who are ready for a fast paced environment, get their kicks out of problem solving and can balance getting today's stuff done, whilst building for the future. We're looking for people with drive and natural curiosity - who want to do things differently. And do them brilliantly., * A recent graduate with a relevant degree and/or some experience in technical support or service desk, with a base level of using SQL

• An understanding and passion for electrical and mechanical engineering
• Dynamic and value-driven, with the ability to find innovative solutions to complex challenges
• Effective communicator, confident in building and maintaining strong relationships across different cultures and with teams located across multiple environments
• Outstanding verbal and written communication skills, ensuring clear and impactful interactions with team members and stakeholders
• Excellent customer service and interpersonal skills to assist clients or end-users in a professional and empathetic manner
• Proficiency in Microsoft Excel, Word, and PowerPoint required for data analysis, document formatting, and presentation creation is a must

Please note: This role requires you to work from our Hemel Hempstead office 3 days a week.

Rail Loan Commute with ease! Purchase an annual season ticket, expense it through our InPost expenses procedure, and enjoy a more affordable interest free repayment over the year. Volunteering Days Take a paid day to make a difference in your community Hybrid Working (Role suitability dependent) We innovate, collaborate and optimise by coming together 3 days per week in the office The InPost process: We pride ourselves on our candidate experience. We want to make this as straightforward as possible, for you and for us! We will try our best to get back to you within a few days to let you know if we'd like to take you to the first stage. This normally involves a 20 minute chat with our Talent Team. If we both feel the connection, you'll then go through another one or two stages, depending on the level of the role. At InPost, we love uniqueness. Our strength is our people. We strive to create an open, equal, inclusive environment in which everyone has the opportunity to flourish and be themselves.