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Systems Support Specialist
2 months ago
We are seeking a highly skilled Systems Support Engineer to join our team. As a key member of our support team, you will be responsible for providing technical support for our AutoCoding software (ACS) solutions and integrated connections of packaging line devices.
Key Responsibilities- Provide first-class professional support to our customer end-users, partners, and internal AutoCoding Systems engineers.
- Understand customer perceptions of problems and determine the actual problem through analysis of technical symptoms, facts, and associated information.
- Liaise directly with customers, perform remote diagnosis, and collaborate with third-party vendors to resolve support issues.
- Deploy our systems, utilizing AutoCoding's tools to deploy software applications to customer server environments and deploy required application stacks and associated testing.
- Travel to customer sites (approximately 10% of the time) to provide on-site support and installation services.
- Support the installation, setup, configuration, and commissioning of connected devices to customer specifications.
- Establish network communications to all line devices and associated systems, and perform system testing as part of the commissioning process.
- Identify and escalate issues to relevant departments when necessary and support our Engineering team remotely with expertise in the latest software releases.
- Provide customer training on our products, both in our training center and on-site as required.
- Experience working in a client-facing role supporting IT projects or systems.
- Understanding of TCP/IP networks, including features such as Firewalls, IIS, and FTP.
- Full-cycle software implementation experience.
- Excellent communication skills, with the ability to adapt to technical and non-technical audiences.
- Flexibility to travel to provide support across the UK, Europe, and potentially other areas of the world.
- Problem-solving skills and the ability to work in a logical, methodical way.
- A highly competitive above-industry-standard basic salary.
- Tools to do your job, including a laptop and mobile phone.
- Company pension matched up to 8%.
- 25 days holiday plus bank holidays.
- Weekly payments for any out of hours work, plus an amount per call received.
- Company social events.