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Technical Support Engineer

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Dematic

10d ago

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

AI generated summary

  • You need strong English skills, teamwork, flexibility for shifts, customer-facing experience, ITIL knowledge, problem-solving aptitude, and a background in software engineering or computing.
  • You will log incidents, communicate with customers, investigate issues, collaborate for timely resolutions, and promote knowledge sharing among colleagues.

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 objective of the Technical Support Engineer role?

The main objective is to ensure reported incidents are correctly logged, assigned, and updated while communicating with customers to resolve issues within agreed SLA timescales.

What qualifications are required for the Technical Support Engineer position?

Required qualifications include excellent command of the English language, teamwork skills, flexibility to work shifts, familiarity with incident management tools, and experience in a customer-facing role.

Are there any desired skills for this position?

Yes, desired skills include knowledge of ITIL processes, technical problem-solving aptitude, willingness to visit customer sites, a strong software engineering background, and higher education qualifications in engineering or computing.

What benefits do employees receive in this role?

Benefits include a competitive salary, incentive scheme, group personal pension scheme, 25 days of holidays plus bank holidays, private health scheme, life assurance, and access to newly refurbished campus facilities, including a gym.

Is experience in the Information Technology industry necessary for this role?

Yes, experience in the Information Technology industry is considered beneficial for the Technical Support Engineer position.

Will there be opportunities for career development?

Yes, the company offers career development opportunities along with competitive compensation and global opportunities.

Do employees need to work on weekends or nights?

Yes, flexibility to work shifts, including nights and weekends, is required for this role.

Is there a specific educational background required for the Technical Support Engineer?

While not mandatory, higher education qualifications in an engineering discipline and/or computing are preferred for this position.

How does the company promote knowledge sharing among colleagues?

The company encourages knowledge sharing initiatives to support colleagues, ensuring a collaborative and continuous improvement work environment.

Where is Dematic headquartered?

Dematic is headquartered in Atlanta, Georgia.

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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.