L.B. Foster is a Nasdaq listed PLC, operating out of headquarters in Pittsburgh PA, with operations across North America, Brazil, China & the UK. The company provides rail, construction, and energy markets with innovative solutions to build and maintain their critical infrastructure.
L.B. Foster’s UK business has operations in Sheffield, London, Nottingham & Telford. The business provides technology-based services and solutions for Telecoms, Fire Management, Automation & Materials Handling, Electrical Wiring & Control Rooms, and Digital Display. We serve a range of blue-chip customers across markets such as Rail, Defence, Retail, Leisure, Manufacturing, Power Generation and Airports.
We support flexibility in the workplace and have adopted a virtual working approach for most of our office-based roles. We ask employees to be present in the office to suit their role and the task/team with which they are engaged. The 1st & 2nd Line Support Engineer will play a pivotal role in delivering exceptional technical support to end-users via the help desk ticketing system. The role involves investigating, troubleshooting, and resolving technical issues promptly to meet service level agreements (SLAs). Proactive communication and outstanding customer service will be central to the approach, ensuring users feel supported and informed throughout the resolution process. Where necessary, the role will collaborate effectively with 3rd Line Support to escalate and manage complex issues, maintaining a seamless and customer-focused support experience at all times.
Indicative Responsibilities Include:
* Provide excellent customer service by handling helpdesk issues with a proactive and customer-focused approach, identifying and mitigating potential risks to Group systems.
* Deliver effective training to assist customers with effective use of our solutions.
* Maintain clear communication by updating the helpdesk system promptly, ensuring all stakeholders are informed of updates, resolutions, or escalations.
* Troubleshoot and resolve software faults efficiently, minimizing downtime and impact on the end-user experience.
* Monitor and analyse trends to identify common issues and implement proactive solutions.
* Manage the 1st/2nd line support queue, ensuring all issues are resolved or escalated within agreed SLAs, while keeping clients informed throughout the process.
* Proactively address and resolve incidents, ensuring minimal disruption to clients and maintaining high levels of customer satisfaction.
* Follow established processes and procedures to undertake day-to-day support tasks and ensure consistent service delivery.
* Build and configure PCs and other hardware, maintain asset registers, and ensure all systems documentation is up to date and accurate.
* Participate in an on-call rota, responding to urgent support tasks from key customers outside regular office hours in a professional manner.
* Represent IT support in meetings by attending development, project, and support discussions both internally and externally, ensuring the voice of the customer is always considered.
Experience, Education & License Requirements:
* Firm, demonstrable technical experience with current Microsoft Windows Server and Desktop Operating System environments.
* A good working knowledge of networking fundamentals.
* Any experience of the following technologies would be a positive:
o Microsoft Server operating systems
o Microsoft SQL Server database
o Microsoft Internet Information Services.
Skills & Abilities:
* Willingness to take initiative.
* Good attention to detail.
* Ability to deliver solutions to meet objectives and required deadlines.
* Technical Skills.
* Able to work under pressure.
* Good technical troubleshooting skills.
* Professional in appearance and telephone manner.
* Excellent customer service.
Competencies:
* Critical thinking.
* Problem solving.
* Effective communicator.
* Team player.
* Time management.
What you can expect from LB Foster:
As a world-class engineering solutions business, that’s ambitious, innovative, and pioneering, LB Foster believes our people are our biggest asset and we will invest in your development to achieve your career goals. In addition, we offer:
* Competitive Salaries.
* Role-specific Bonus Plans.
* Company Pension Scheme.
* 33 Days Annual Leave (inclusive of bank holidays).
* Access to a raft of internal training courses and the ability to study towards professional qualifications.
* Employee Assistance Programme.
* Service Awards.
* Access to the Westfield Health Scheme.
* Internal Wellbeing Support Group.
* Death in Service Benefit.
* Flexible working.
* Hybrid working (where role applicable).
* Cycle to work scheme.
* Refer a friend.
Our principles form the basis of our culture, and our People Policy ensures we provide everyone with a rewarding, fair and sustainable environment. We are proud to be an equal opportunities employer. We want to recruit, hire, train and promote into all job levels, the most qualified applicants regardless of race, sex, colour, religion, gender, national origin, sexual orientation, disability, or any other legally protected status.
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