Milton Keynes, Buckinghamshire, United Kingdom
Job Description
Following many successful collaborations, Wincanton is delighted to welcome Invar into our group.
Invar group of companies is a supplier of integrated warehouse automation solutions. It consists of three divisions in the UK: Systems, Integration, and Controls, each providing the constituent technologies within our solutions, as well as a division in The Netherlands, servicing the European market.
As well as the development and supply of automation technology, Invar Group provides solutions design, project management, health & safety (including CDM), aftersales maintenance, and support services.
Invar Group has experienced exciting growth over recent years, and the acquisition represents a key milestone in Wincanton’s strategic roadmap to create sustainable supply chain value through technology and automation.
Purpose of the role:
Our Technical Engineer provides technical support for the automated solutions at client sites. You will work closely with other teams to help discover and eliminate problems by gathering requirements and implementing solutions, which may include hardware or software. As a technical engineer, you will be expected to:
* Investigate all the tickets reported to the support helpdesk.
* Triage existing tickets and escalate to the relevant team if needed.
* Work closely with other teams to ensure all the tickets have up-to-date information.
* Provide first response to incidents raised and provide a first fix or escalate incidents to the appropriate department.
* Provide effective technical support for Invar clients.
No two days are the same in Support; you will thrive on challenges and embrace ambiguity.
You will be expected to take ownership and responsibility for implementing support solutions when client systems are not performing as expected with ingenuity and simplicity.
The role will be home-based; however, in line with business needs, you may be required to attend the office or client sites.
* Provide first to second line support, investigate tickets/incidents, and provide a solution within SLA.
* On-call duty to ensure 24/7 support cover for Invar Systems shift rotation (5:30-14:00, 13:30-22:00, 21:30-06:00).
* Effectively process incoming technical product queries via telephone, email, and cloud-based customer support software.
* Ensure details of all calls and enquiries are accurately logged onto cloud-based customer support software.
* Resolve technical queries in a quick and efficient manner, ensuring compliance with all company policy and procedures.
* Empathetic communicator, able to see things from the other person's point of view.
* Ensure clients are continually updated and ETAs provided.
* If unable to provide a solution, escalate and seek support to resolve client issues.
* Run monitoring tools and report back.
Requirements:
* Previous Technical Support role experience.
* Experience in Cloud hosting technology.
* Good written and verbal communication skills with the ability to present complex technical information clearly and concisely to a variety of audiences.
* Committed team player, willing to work in a challenging and cross-platform environment.
* Self-driven, results-oriented with a positive outlook, keen for new experiences and responsibilities with a clear focus on high quality and operational efficiency.
* A natural forward planner who critically assesses their own performance and is proactive and self-driven in achieving goals and objectives.
* High degree of ownership and accountability.
* Excellent customer focus, experience of working under pressure, and to tight deadlines without compromising quality.
* Good analytical skills with attention to detail.
Technologies and Methodologies
* Microsoft Suite.
* SQL.
* Powershell.
* FreshDesk.
Location: The role will be hybrid-based with occasional travel to the Head office in Cranfield, Milton Keynes, UK.
What do we offer:
We value our people and offer a friendly, safety-first working environment and a competitive salary along with other benefits including a company pension scheme, private healthcare, EV car leasing scheme, and much more.
Our people are at the core of our business and what makes Invar great. That’s why we provide significant opportunities for career development and progression, as well as training enrichment and multi-skilling in a dynamic working environment.
Apply Now!
Please apply by following the links and uploading your CV. We are a fast-moving organization, so we may not always wait until the closing date to review applications. As a result, you should submit your CV as soon as possible!
We are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, sex, disability, religion/belief, sexual orientation, or age.
Job Info
* Job Identification: 11243
* Posting Date: 10/28/2024, 09:40 AM
* Apply Before: 11/28/2024, 09:40 AM
* Locations: Wincanton, Chippenham, SN14 0WT, GB
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