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Technical Support Engineer
£24,000 - 24,000
Microlise
Farrington Way, Eastwood
£24,000 - 24,000
Requirements
Must:
We are looking for proven experience within a technical support and/or customer-focused environment. You should possess excellent communication skills, enabling you to interpret and relay technical information clearly and concisely. A positive attitude is essential, along with the ability to work under pressure as part of a team. You should feel confident using your own initiative and proactively thinking outside of the box. An investigative mindset is crucial for identifying workarounds for ongoing incidents. We also value organization and a flexible approach to adapt to changing priorities. It would be advantageous if you have an understanding of SQL and basic SQL writing, with experience running and interpreting the results.
Responsibilities
In this role, you will own incidents through to resolution, providing user support, user administration, and customer liaison. You will assess and prioritize incidents, identify root causes, and liaise with the Incident and Problem Management team. Your responsibilities include monitoring, tracking, and driving incident investigation, diagnosis, and resolution to exceed and meet SLAs. You will also provide technical assistance for service issues following service desk policies. Additionally, you will link known or recurring errors and major outages to live incidents for reporting purposes, maintain awareness and understanding of incidents for effective communication with senior management and customers, and identify patterns in incidents to contribute to the ongoing internal and external knowledge documentation process. Collaboration with other areas to develop and deliver improvements to processes and procedures is also expected, as well as supporting other team members and sharing knowledge within your assigned Swarm.
Description
We have an exciting opportunity for a Technical Support Engineer to join our Support Services team at Microlise, which plays a pivotal role within the company. You will provide exceptional customer service and technical knowledge while delivering expert first-line support to our customers. We are invested in developing our people, and with our swarm approach to resolving incidents, you will have the opportunity to learn new technologies and skills to drive your career forward. If you have service desk and/or customer support experience and are looking for a new challenge, consider joining us. With clients that include industry giants such as JCB, Tesco, and Stobarts, you’ll be part of an organization impacting many sectors. We pride ourselves on being a Great Place to Work, with a culture that supports and develops our people. You can expect full support and training to ensure your success, private medical insurance, generous holiday allowances, and various employee perks. Join us in delivering value to many leading grocery retailers and food logistics providers while enjoying a rewarding work environment.
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