Apprentice ICT Specialist

At CV Library, we're looking for a skilled Technical Support Engineer to join our team. As a Technical Support Engineer, you will be responsible for providing technical support to customers and field service staff who are diagnosing, troubleshooting, and/or repairing complex equipment, sophisticated systems, and software.

Key Responsibilities:

1. Manage incoming technical customer issues/queries, resolving them through troubleshooting, triaging, and customer engagement.
2. Proactively manage open incidents, working with various teams to achieve the fastest resolution based on incident SLA.
3. Provide remote support and fixes, as well as telephone technical support via the technical helpline.
4. Contribute to the internal knowledge base, ensuring proper documentation exists for common, recurring issues.
5. Troubleshoot complex electro/mechanical equipment, with some requirement to diagnose computer complex software/networked and wireless systems issues.
6. Work closely with engineering teams to ensure a comprehensive understanding of CV Library products.
7. Based on analysis of the current system/performances, provide recommendations on current and future technical/project focus areas for the wider service team/community of specialists.
8. Create service-related documentation, including installation, service, and preventative maintenance manuals, troubleshooting guides, checklists, and recommended spares lists.
9. Escalate unresolved issues to the appropriate internal teams, ensuring proper communication between all parties until issues are fully resolved.
10. Act as the primary point of contact for technical support needs, keeping track of requests, follow-up, and deadlines.
11. Manage and enhance the technical support process from end to end, minimizing the use of internal engineering while maximizing client satisfaction.
12. Ensure a high standard of communication between all stakeholders throughout the support and resolution process.

Requirements:

1. Experience of direct service experience gained in customer service/field service-based environment.
2. Mechanical/Electrical engineering qualifications or relevant work experience preferably with automation.
3. Proven experience to successfully interact with customer's senior management regarding performance issues.
4. Ability to work well under pressure, manage time, and multi-task.
5. Self-motivated and able to work both independently and within a team.
6. Experienced in use of Salesforce, Oracle, and MS Office product suite.
7. Problem-solving ability.
8. Issue management.
9. Great communication skills.

Working Conditions/Schedule:

1. May be asked to travel occasionally (anticipated to be around 20%).
2. Work schedule is to align with customer needs.
3. Hybrid schedule: onsite M, T, Th.