Support Engineer
Support Engineer
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1 Vacancy
Job Description
Job Description:
Support Engineer Hellenic Systems Ltd UK
Founded in 1988 Hellenic Systems Ltd specialises in providing cuttingedge solutions for the food and manufacturing industries. Today we serve over 170 food factories across the UK and Europe covering everything from primary processing to addedvalue operations.
As a UKbased manufacturer of specialised computer systems one of our core strengths lies in our ability to deliver diverse application design solutions while also offering standardised packages. Our experience combined with innovative development ensures that our clients benefit from advanced technology built on enduring core values that remain crucial to success.
We take pride in our flexible approach to system solutions. While most of our systems are constructed from standard modules we excel at tailoring solutions to fit our clients specific needs. Over the years our software offerings have grown to include a wide range of packaged modules that address most operational requirements. When our standard packages arent a perfect fit we collaborate closely with our clients to analyse design and develop customised solutions that meet their unique needs.
The Support Engineer will report into the Support Manager working as part of the Customer Support team providing an excellent service to our customers.
The Customer Support team is the main point of contact for our customers when they have any technical issues with our products. The team is responsible for logging progressing and resolving all support calls which are received. Your focus will be to provide support for HSL products. You will also be required to support 3rd party products.
The Company promotes a cohesive working environment where all employees should be prepared to help and assist with the work of teams other than their own to ensure the best and most efficient service is provided to our customers. This culture enables opportunities for learning and development which should be embraced.
Flexibility will be required to work additional and varied hours when needed and to stay away from home on occasion with prior notice provided.
Travel to customer sites and other locations across the UK including remote locations and sometimes with the need to transport kit/equipment will be an occasional requirement of this role when supporting other teams therefore a full valid driving licence is an advantage.
Responsibilities & Requirements:
Log and resolve 1st line support calls in line with our KPIs whether this be by support portal telephone or email.
In line with your level of technical experience you will also handle and resolve 2nd line support calls within agreed timescales.
As part of your responsibilities at the 2nd line level you will participate in a 24/7 oncall rotation ensuring continuous coverage as part of the team.
Accurately diagnose the support case to ensure it reaches the correct support queue communicating this to the customer along with the Development team for resolution of bugs.
Keep customers informed with progression of issues and provide follow up as necessary.
Collaborate with other departments as necessary to expedite resolutions.
Maintaining remote access versions & support documents and customer records on CRM.
Achieve and strive to exceed customer service standards at all times.
Encourage feedback from our customers recognize the changing needs of the service and make recommendations to your line manager for improvements.
Identify common issues to proactively support our customers through case management in our CRM.
Assist with QA and testing of the product suite.
Assist with remote upgrades and installations where required.
Promote the latest products and services to our customer base.
Proactively upgrade customer sites as and when possible whilst carrying out support cases.
Attend and contribute to support team meetings
Job Goals/Metrics
Ensure that all data entered in internal systems is accurate and complete.
Complete all support tasks in accordance with recommended/target timescales set by the Support Manager
Ensure that SLAs are met.
Work towards maintaining the number of open jobs to be below the targets set by the Support Manager.
Job Qualifications Skills & Experience:
Ideally 18 months experience in a customer service role
Experience of providing telephone and remote IT support.
Background knowledge in computer hardware (PCs IP networks and WIFI).
PC literate (including MS Office suite) and aptitude to pick up new software packages quickly.
Database and SQL knowledge of advantage
Your Personal attributes will include:
Selfmotivated with a can do attitude.
Highly organised and able to multi task and manage own workload.
Excellent interpersonal skills.
Ability to adapt to change and take a proactive approach when required.
Calm and confident nature.
Strong relationship management teamwork and communication.
Determination to learn and continually develop.
Always present a professional service and image to customers and colleagues.
Business Unit:
Hellenic Systems LimitedScheduled Weekly Hours:
40Number of Openings Available:
1Worker Type:
RegularCareer Site:
More About Jonas Software:
Jonas Software is the leading provider of enterprise management software solutions to the Country and Golf Clubs Foodservice Construction Fitness & Sports Attractions Salon & Spa Education Radiology/Laboratory Information Systems and Product Licensing industries. Within these vertical markets Jonas is made up of over 65 distinct brands which are respected and leaders within their own domain.
Jonas vision is to be the branded global leader across the aforementioned vertical markets and to be recognized by customers and respective industry stakeholders as the trusted provider of Software for Life and as an ambassador for technology product innovation quality and customer service.
Jonas Software is the valued technology partner of over 60000 customers worldwide in more than 30 countries. Jonas employs over 2000 skilled individuals consisting of a crosssection of industry experts and technology professionals. Jonas is headquartered in Canada and also operates offices throughout North America the United Kingdom Europe Australia New Zealand and Africa. Jonas is a 100% owned subsidiary of Constellation Software Inc. headquartered in Toronto and traded on the S&P/TSX 60.
IS THIS YOU
Employment Type
Full-Time
