Technical Support Specialist

2 weeks ago

Sutton Weaver, United Kingdom John Bean Technologies Corporation Full time
About the Role

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
  • Co-ordinate, manage and provide technical support for our ACS solutions and integrated connections of packaging line devices.
  • Provide first-class professional support to our customer end-users, partners and internal AutoCoding Systems engineers.
  • Understand customer perceptions of problems and determine actual problems through analysis of technical symptoms, facts and associated information.
  • Deploy our systems, including the full use of AutoCoding's tools to deploy software applications to customer server environments and deployment of required application stacks and associated testing.
  • Provide customer support day-to-day via telephone and remote access, communicating with customer IT/IS departments.
  • Travel to customer sites (approximately 10% of the time) to resolve issues not resolved remotely.
  • Install ACS server software onto customer environments, both remotely and on-site.
  • Support the installation, set-up, configuration and commissioning of connected devices to customer specifications.
  • Establish network communications to all line devices and associated systems, and carry out 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 centre and on-site as required.
Requirements
  • 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.
  • End-user interaction, with clear communication skills 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 ability to work in a logical way.
What We Offer
  • A highly competitive above industry standard basic salary.
  • Tools to do your job, including 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.

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