Job Description

Posted 5 days ago

JOB TITLE: Technical Support Engineer

LOCATION: Home-based

INDUSTRY: Warehouse Management Systems

THE ROLE

Our Technical Support Engineer refers to someone who delivers automated solutions for software processes. You'll have to work closely with other teams to help discover and eliminate problems by gathering requirements and implementing process automation. Sometimes this will include hardware or software, but other times you might be asked to automate service or business processes.

You will be shown how to:

* Identify opportunities for automation within software processes.

* Run tests for databases, systems, networks, applications, hardware and software.

* Identify bugs and quality issues in development, service or business processes.

* Install applications and databases relevant to automation.

* Collaborate with other business units to understand how automation can improve workflow.

* Gather requirements from clients, customers or end-users to develop the best automation solutions

* Provide 1st and eventually up to 3rd line support, investigate tickets/incidents and provide a solution within the SLA's.

No two days are the same in Support, you will thrive on challenges and embrace ambiguity. You will be expected to take ownership and responsibility implementing support solutions when client systems are not performing as expected with ingenuity and simplicity. You will 'know how things work' in his/her areas of responsibility and keep changes under control.

The role will be home-based, you will provide effective technical support for our clients.

An ability to understand code is preferable but not essential.

KEY RESPONSIBILITIES

* 24/7 support cover for shift rotation (5:30am-14:00, 09:00- 17:30, 13:30-22:00, 21:30- 06:00)

* Effective processing of incoming technical product queries via telephone and email.

* Ensure details of all calls and enquiries are accurately logged onto internal service database.

* Resolve technical queries in a quick and efficient manner, ensuring compliance to all company policy and procedures.

* Empathetic communicator, able to see things from the other person's point of view.

* Ensure clients are continually updated and ETA's provided.

* If unable to provide solution escalate and seek support to resolve client issue.

* Run monitoring tools – report back

Core Competencies

* Previous Technical Support role experience

* Experience in Cloud hosting technology

* Excellent communicator

* Good written and verbal communication skills with the ability to present complex technical information in a clear and concise manner to a variety of audience.

* Committed team player, willing to work in a challenging and cross-platform environment

* Self-driven, results-oriented with a positive outlook, keen for new experiences and responsibilities with a clear focus on high quality and operational efficiency.

* A natural forward planner who critically assesses own performance and is proactive and self-driven in achieving goals and objectives.

Desirable

* SQL

* Ability to code software according to published standards and design guidelines (C# .Net)

* Experience of working within Warehouse Management industry