Technical Support Specialist

3 weeks ago

England, United Kingdom Smiths Detection Full time

Every minute of every day, in nearly every country across the globe, Smiths Detection people and technology make the world a safer place.


We safeguard people, business and infrastructure with the latest innovations and screening technology for aviation, ports, borders, defense, and security across 55 countries around the globe.


We have an amazing opportunity for our Technical Service Department for the role of Technical Support Specialist focused on Server / Clusters, Virtual Networks / Protocols, Fireballs, Databases. This is a critical position where you handle extensive and complex IT centric project (planning, control, and support) for new products and technologies (Xray, CT, Automated Tray Return Systems)


We are looking for someone with drive, energy, and self-motivation with strong proficiency in network protocols such as TCP/IP, SMTP.


Note: This role is based at either of the Smiths Detection’s UK or European office with a mix of home and office working.


Join us and we’ll help build your career, offering excellent opportunities for career growth across the business, both locally and globally. You’ll experience an inclusive environment, with strong leadership and a focus on safety and wellbeing.


You’ll also have the flexibility to choose from a wide range of benefits to suit your lifestyle, offering you and your family support from a health and wellbeing, financial and lifestyle perspective.


Duties and Responsibilities

  • Handling of complex technical issues to support field service in the region and globally as part of a global support team.
  • Systemic and systematic documentation of processes and solutions.
  • Recognition of patterns (e.g. geographical, technological) in relevant inquiries by evaluating the documented processes and developing sustainable, economical solutions in close cooperation with Product Support.
  • Writing articles and updating knowledge bases.
  • Develop and execute technical forums with product support and other functions (mainly development and production) to define and adhere to service concepts, product service plan, and customer-friendly service plans.
  • For extensive commissioning and service projects, possibly as part of large-scale projects or for complex projects, support installation and commissioning
  • Global support of the service teams by working in "remote" support
  • Professional management of installations team.
  • Coaching others and supporting employees in improving work processes. Ensure knowledge transfer to local service teams.
  • Determine the technical condition of the plants and systems, advise customers on preventive maintenance if necessary.
  • Ensure solution documentation based on current methods and knowledge transfer to local, regional or global service teams.
  • The assessment of risks as well as the management and supervision of the projects require additional specialist knowledge through several years of specific professional experience.
  • Willingness to travel 15-35%


Individual:

  • Several years of experience in supporting customers, also via modern means of communication, for the analysis and solution of faults or problems
  • Very good communication skills in English and one other European language
  • Proficient with network protocols ie. TCP/IP; SMTP, etc.
  • Confident handling and troubleshooting databases.
  • Experience with Firewall solutions and configuration.
  • Capability and skills to work with and troubleshoot VM solutions.
  • Several years of experience with the integration and support of customer solutions in the IT/network environment
  • Strong Knowledge of Linux OS combined with machinery applications.
  • Preferably Industrial background i.e., network attached machinery.

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