Technical Support Engineer

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 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

• 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

• 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