AP-SE-3198: IT Support Engineers
  • Consultant:
    Ian Williams
  • Published:
    21 Jun 2019
  • Location:
    Warwickshire - Warwickshire
  • Sector:
    Engineering and manufacturing
  • Type:
    Permanent
  • Offering:
    £30-£40k & Profit Share & Benefits
  • Start Date:
    ASAP
Job Description:
The Company

Our client is driven by the fact that what they do makes a difference.

They make a difference for customers by providing custom technology to service all their manufacturing needs: from automation and software design to data analytics and consultation services.

When their clients require technical help, they connect them with their outstanding support team. In this role, you’ll have the opportunity to build on that tradition, and make a difference for both staff and customers at the same time.

The Job

As a Support Engineer, you will join an international support team that provides technical support for MES, SCADA and PLC solutions for their clients. Supporting these solutions involves troubleshooting various combinations of software, hardware and networking issues. You will also respond to queries, run diagnostic programs, isolate problems, then identify and implement solutions. Their customers are largely in the manufacturing industry. They help them by preventing or recovering from downtime situations and addressing other concerns that may raise.

The primary function of this role will involve receiving, documenting, and addressing issues then ensuring they are resolved in a timely manner. In addition, you will be responsible for analyzing incidents, conducting Root Cause Analysis and working with team members and management to identify areas for improvement.

Practically speaking, you will:

  • Serve as the first point of contact for customers seeking technical assistance over the phone or email
  • Perform remote troubleshooting through diagnostic techniques and pertinent questions
  • Ensure that incidents, service requests and escalations are accurately documented, managed and brought to timely closure while keeping the customer informed throughout the process
  • Participate in an on-call schedule
  • Analyze data and draft reports that include metrics/KPIs and SLAs
  • Identify and suggest potential improvements on procedures
  • Communicate feedback or suggestions from customers to the appropriate internal team

Required Qualifications

  • Communicates effectively
  • Demonstrated problem solving and troubleshooting skills
  • Detail orientated
  • Agile learner
  • Programming fundamentals
  • BSc/BA in Computer Science, Electrical Engineering, IT or relevant field

Preferred Qualifications

  • Experience working in an IT support/help desk services, preferably with experience in providing application maintenance support
  • Experience providing IT support by phone/email, and ability to diagnose and resolve basic technical issues
  • Proficiency with ITSM and ITIL frameworks, familiarity with incident, problem, change and knowledge management
  • Manufacturing experience
  • Development experience
  • MES, SCADA and PLC solutions
  • Transact SQL

Education

  • BSc/BA in Computer Science, Electrical Engineering, IT or relevant field

Two fantastic opportunities that have come available and our client are keen to begin interviewing suitable candidates ASAP.

Skills:
Not Specified
Person Specification:
Not Specified

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