Technical Support Engineer

2 days ago

Manchester Area, United Kingdom Dematic Full time

Dematic designs, builds, and supports intelligent automated solutions empowering and sustaining the future of commerce for its customers in manufacturing, warehousing, and distribution. With research and development engineering centres, manufacturing facilities, and service centres located in more than 26 countries, the Dematic global network of over 10,000 employees has helped achieve successful customer installations for some of the world’s leading brands. Headquartered in Atlanta, Dematic is a member of KION Group, one of the world’s leading suppliers of industrial trucks and supply chain solutions.


Dematic is expanding its Technical Support capability, seeking a mix of junior and more experienced team members with a thirst for learning and a desire to grow within Dematic for years to come.

This is a challenging role, which requires technical know how and proactiveness whilst offering plenty of opportunity to learn and diversify.

The team requires you to be able to work weekends and late shifts based on a rota system so please consider this when applying.



MAIN JOB OBJECTIVES

• Ensure reported incidents are correctly logged and assigned, and accurately updated as the resolution progresses

• Initiate investigations into relevant incidents

• Communicate with the customer to understand the underlying issue(s) and provide timely feedback

• Work proactively with colleagues across the team to ensure prompt resolution of each incident within agreed SLA timescales.

• Provide support to colleagues through knowledge sharing and promoting knowledge sharing initiatives


REQUIRED SKILLS

• An excellent command of the English language (both spoken and written)

• A team player with a desire for continuous improvement and able to accept constructive feedback in a busy working environment

• Able to adhere to current processes with an open mind

• Able to work shifts including night and weekends with a flexible approach

• Familiarity with the use of incident management and reporting tools

• Demonstrable detailed experience working in a customer facing role


DESIRED SKILLS

• A knowledge of ITIL processes, and ideally ITIL certified

• While you will be educated and supported on the job, an inherent aptitude to technical problem solving

• A willingness to visit customers’ sites to gain a deeper understanding of applications

• A strong software engineering or computing background

• Experience with working in the Information Technology industry

• Further/higher education qualifications preferably in an engineering discipline and/or computing


BENEFITS

  • Market Competitive Salary- based on level of experience and expertise
  • Group Personal Pension scheme with generous Company contributions and made by salary exchange
  • Holidays - 25 days plus bank holidays
  • Private Health scheme (non-contributory for employees)
  • Life assurance
  • Campus which includes a gym for staff with full showering facilities
  • Cycle to Work Scheme
  • Family friendly policies and events

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