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Technical Support Engineer

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Dematic

1mo ago

  • Job
    Full-time
    Junior, Mid & Senior Level
  • Software Engineering
    IT & Cybersecurity
  • Quick Apply

AI generated summary

  • You need strong English skills, team spirit, flexibility for shifts, incident management experience, customer service background, ITIL knowledge, problem-solving aptitude, and relevant education.
  • You will log incidents, investigate issues, communicate with customers, collaborate with colleagues for timely resolutions, and promote knowledge sharing within the team.

Requirements

  • 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
  • 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

Responsibilities

  • 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

FAQs

What is the main responsibility of a Technical Support Engineer at Dematic?

The main responsibility is to ensure reported incidents are correctly logged and assigned, investigated, and resolved within the agreed SLA timescales, while communicating effectively with customers to understand their underlying issues.

What qualifications are required for the Technical Support Engineer position?

Required qualifications include an excellent command of the English language, the ability to work in a team, familiarity with incident management tools, and demonstrable experience in a customer-facing role.

Is experience in Information Technology required for this role?

Yes, experience working in the Information Technology industry is highly regarded for the Technical Support Engineer position.

Are there opportunities for career development within this position?

Yes, Dematic offers career development opportunities as part of its commitment to employee growth.

Will I need to work shifts, including nights and weekends?

Yes, a flexible approach is required as the role may involve working shifts, including nights and weekends.

Is knowledge of ITIL processes necessary for this job?

While not mandatory, knowledge of ITIL processes is desired, and being ITIL certified is a plus.

Does the company provide benefits for its employees?

Yes, the company offers competitive compensation, a group personal pension scheme, private health insurance, life assurance, and generous holiday allowances.

What kind of technical background is preferred for this position?

A strong software engineering or computing background is preferred, along with further/higher education qualifications in an engineering discipline and/or computing.

How does Dematic support knowledge sharing among its employees?

Dematic promotes knowledge sharing initiatives and encourages colleagues to support each other through sharing their insights and experiences.

What is the work environment like at Dematic?

Employees work at a newly refurbished campus that includes a gym and full showering facilities, fostering a comfortable and productive work environment.

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Dematic

Power the Future of Commerce

Technology
Industry
10,001+
Employees
1819
Founded Year

Mission & Purpose

Dematic is a global engineering company that specializes in providing advanced automation and supply chain solutions. Their primary focus is on designing, building, and implementing cutting-edge technology to optimise logistics and material handling processes for various industries. Their ultimate mission is to enable their clients to achieve operational excellence and efficiency through innovative solutions, allowing them to deliver products and services to market faster, reduce costs, and enhance overall customer experiences. Dematic's purpose is to transform the way businesses manage and move goods, helping them adapt to the changing demands of the modern marketplace and thrive in a competitive environment.