Support Engineer x2

Spring Technology
30000.00 - 40000.00 GBP Annual
24 Aug 2019
28 Aug 2019
Contract Type
Support Engineer x2

Support Engineer / Application Maintenance Support / MES / SCADA / PLC / ITIL / Warwick

My client, a global, market leading Software Company is looking for two experienced Support Engineers to join their growing team at their Warwick offices.

As a Support Engineer you will join an international support team that provides technical support for MES, SCADA and PLC solutions for their clients. Supporting these solutions involves troubleshooting various combinations of software, hardware and networking issues. You will also respond to queries, run diagnostic programs, isolate problems, then identify and implement solutions.

Hours will be typically Monday to Friday, 9am to 5pm. This role involves 24/7 support services and there will be occasional need of overtime/evenings/weekends.

Key Responsibilities:
*Serve as the first point of contact for customers seeking technical assistance over the phone or email.
*Perform remote troubleshooting through diagnostic techniques and pertinent questions.
*Escalate unresolved issues to the next level of support personnel.
*Ensure that incidents, service requests and escalations are accurately documented, managed and brought to timely closure while keeping the customer informed throughout the process.
*Follow up with customers and ensure full resolution of issues.
*Participate in an on-call schedule.
*Analyse data and draft reports that include metrics / KPIs and SLAs.
*Identify and suggest potential improvements on procedures.
*Communicate feedback or suggestions from customers to the appropriate internal team.

Skills and Experience required:
*Experience working in an IT support/help desk services, preferably with experience in providing application maintenance support.
*Experience providing IT support by phone/email, and ability to diagnose and resolve basic technical issues.
*Experience with Root Cause Analysis.
*Proficiency with ITSM and ITIL frameworks, familiarity with incident, problem, change and knowledge management.
*Any experience of Programming / Development or Transact SQL would be highly advantageous.
*BSc / BA in Computer Science, Electrical Engineering or IT would also be desirable.

This is an excellent opportunity to join an established, global company during an exciting period of growth. The salary is GBP30,000 - GBP40,000 plus benefits including; life insurance, travel insurance, employee share scheme and profit sharing bonus to name a few!

Support Engineer / Application Maintenance Support / MES / SCADA / PLC / ITIL / Warwick

Spring acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Spring Group UK is an Equal Opportunities Employer.

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