Technical Support Engineer

Full Time Greater Manchester IT Job Pro UK

ROLE:

We are currently recruiting for Technical Support Engineers with a strong foundation in customer support to join our client, a software company engineering solutions throughout the Logistics Industry on a full time basis in Stockport, Manchester.

DUTIES and RESPONSIBILITIES:

You will be working within the Response Coordination Centre (RCC) which ensures that all customers receive a high quality and premium service when they require assistance with logistics and automation systems. The role of the RCC team is to provide technical support to effectively coordinate and resolve all customers' reported incidents within stringent SLA timescales as well as provision of support to internal business functions.

The variety of day-to-day tasks range from proactively monitoring large scale business-critical systems, being able to make application-sensitive decisions to mitigate potential disruption to service and filtering automated system alerts, through to providing live system support via telephone and emails.

Maintaining excellent communication with customers, stakeholders and internally whilst all along focusing on following internal procedures and deploying quality in all duties undertaken is a key aspect of the company's incident management.

A flexible approach to working shifts including nights is also a fundamental requirement of the role and growing with the company, there will be no weekend work at the moment and the role is fully onsite until probation is passed after which some form of Hybrid working will be available.

An inquisitive mind with some flexibility to travel to customer sites will aid understanding customers' operations and aid in enhancing technical skills and knowledge. Familiarity with the use of incident management and reporting tools with a demonstrable detailed experience working in a customer facing role would be a prerequisite.

KEY ATTRIBUTES:

Being able to multi-task within a fast-paced and highly structured environment
Being customer focused with demonstratable experience of providing a good level of customer service in a previous role
Having excellent spoken and written communication skills whilst being able to apply logical thinking in an engineering capacity
Excellent listening and troubleshooting skills are also essential when trying to comprehend customers' reported incidents, facilitating translation into technical and functional terms, as necessary.
Experience of dealing with tangible products and troubleshooting customer issues involving such products is advantageous
Other personable skills are such as being a team player with a desire for continuous improvement and development as well as keeping sight of the overall team goals will prove invaluable to personal development and progressing technically.
PERSON SPECIFICATION:

Tech Support experience (2nd/3rd line), Applications and Product Support background also advantageous
Familiar with incident management along with demonstratable experience in a customer support role
A solid background in software engineering or computing is desirable
Warehouse distribution or general knowledge of warehouse work, along with experience of working in a variety of shift patterns would provide a solid foundation for the role
Someone potentially looking to progress into a further role
Someone career focused with a great work ethicApply with an up to date version of your CV.

SThree are committed to ensuring equal opportunities, fairness of treatment, dignity, work-life balance and the elimination of all forms of discrimination in the workplace for all staff and job applicants

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