Want to be part of a hyper growth, fast paced, global business that is radically changing the decades old delivery universe as we know it? If so, read on, as we’re looking for a Field Service Engineer to join our Network Health team!
Our mission? To switch up the status quo and become the UK’s leading out-of-home business. With a fast-growing network of thousands of smart lockers, hundreds of leading retail partners and the launch of our InPost collection points, we’re bringing freedom to anyone with a parcel.
On our path to transforming e-commerce delivery in the UK, we’re building an unparalleled group of talent that’s hungry to help us disrupt the industry. Our team is packed full of top-notch experts in e-commerce, technology, scale-up growth, sustainability, logistics and supply-chain. We’re a passionate bunch and expectations are high, but we’re team players – collaborating, supporting, and leaving egos at the door.
About the role:
As a Technical Support Engineer, you will be tasked to resolve issues with InPost Automatic Parcel Machines Software, hardware, and peripherals. You may focus on a specific aspect of the IT department, such as applications, or you may provide general technical support to end-users. In any case, the engineer will examine issues with IT software and equipment and will develop and deploy solutions to keep systems working.
Technical Support Engineers may also work with technicians and administrators in the UK and Poland to resolve issues that require extra attention or indicate a larger problem within the IT ecosystem. This role requires strong technical and creative problem-solving skills mixed with client support and service.
What you’ll be doing:
* Providing remote technical guidance and assistance to field service engineer teams via mobile and email communication ensuring swift resolution and minimizing service disruptions to our Automated Parcel Machine network.
* Proficiently troubleshooting, resolving, and escalating tickets based on their priority to ensure compliance with Service Level Agreements (SLAs).
* Analysing Automated Parcel Machine logs meticulously to identify underlying issues and emerging trends, enabling proactive problem-solving using tools like Grafana/Zabbix/Kibana.
* Providing valuable assistance to the Service Desk team by effectively addressing complex technical queries that demand in-depth analysis and resolution.
* Taking responsibility for the creation, development, and maintenance of comprehensive APM documentation, ensuring accuracy and accessibility.
* Conducting training sessions on Automated Parcel Machines operations for both internal and external stakeholders, sharing valuable insights and expertise.
* Undertaking on-site visits to troubleshoot problematic APMs in the field, occasionally performing component repairs to restore functionality.
* Understanding upcoming software and hardware changes and performing tests in a safe environment with other IT teams.
* Actively liaising with Research and Development (R&D) teams in the UK and PL to facilitate the development of improved system solutions through collaborative efforts and knowledge sharing.
* Creating and editing SQL scripts to extract and create data along with automated scripts.
What we need from you:
* Minimum of 2 years of practical experience in either a field engineer or technical support role.
* Substantial understanding of electrical and mechanical engineering, ensuring the capability to engage effectively in technical discussions and support tasks.
* Dynamic and value-driven professional who excels in creating innovative solutions to address complex challenges.
* Ability to effectively communicate with all areas of the business by building and maintaining strong relationships across different cultures and with teams located across multiple environments.
* Ability to identify and create smart solutions.
* Outstanding verbal and written communication skills, ensuring clear and impactful interactions with team members and stakeholders.
* Excellent customer service and interpersonal skills to assist clients or end-users in a professional and empathetic manner.
* Proficiency in Microsoft Excel, Word, and PowerPoint required for data analysis, document formatting, and presentation creation.
* SQL experience along with electromechanical skills.
We’d be particularly excited to hear from you if you have:
* Understanding of Network, LAN infrastructure and IT systems.
* Significant understanding of the use and integration of software applications and platforms.
* Hands-on ability to design, build and maintain circuitry for FPGA/PLCs, PCs, low-voltage distribution boards, and other low-voltage devices.
Perks of the job!
We love to reward our people for the great work they do:
* Enhanced Annual Leave – 26 Days Plus the Option to Buy Additional Days per year.
* Vitality Health Care – Stay healthy and happy with our top-notch health coverage.
* Enhanced Parental Leave – We support you during those precious family moments.
* Volunteering Day – Take a paid day to make a difference in your community.
* Hybrid Working (Role suitability dependent) – We innovate, collaborate and optimise by coming together 3 days per week in the office.
* The Tech You Need – Work from home like a pro with the right tech set up.
* Perks at Work – Save money on life’s big and small purchases with access to local and national discounts and online classes.
* Bring Your Dog to Work Day (Every Friday) – Make every Friday pawsitively amazing!
The InPost process:
We pride ourselves on our candidate experience. We want to make this as straightforward as possible, for you and for us! We will try our best to get back to you within a few days to let you know if we’d like to take you to the first stage. This normally involves a 20 minute chat with our Talent Team. If we both feel the connection, you’ll then go through another one or two stages, depending on the level of the role.
At InPost, we love uniqueness. Our strength is our people.
We strive to create an open, equal, inclusive environment in which everyone has the opportunity to flourish and be themselves.
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