Systems Support Engineer

Overview
We are expanding our support team and looking for a
Systems Support Engineer
to join us asap!
Your role will be to co-ordinate, manage and provide technical support for our AutoCoding software (ACS) solutions and integrated connections of packaging line devices, things like check weighers, barcode scanners and printers. Your day-to-day duties will be varied but with a strong emphasis on providing first class professional support to our customer end-users, partners and internal AutoCoding Systems engineers. Tasks will include understanding the customer's perception of a problem and then determining the actual problem analysing technical symptoms, facts and all associated information. Understanding of the support issue is important, and this requires a mix of skills including liaising direct with our customer, remote diagnosis and at times third party liaison to reach a successful support resolution and outcome.
Deployment of our systems is also a key service provided. This involves the full use of AutoCoding's tools to deploy our software applications to the customer's server environment and the deployment of the required application stack and associated testing.
Responsibilities
A day in the life of our
Systems Support Engineer , will include ...
To provide customer support day to day via the telephone and remote access, communicating with the customer's IT/IS departments (in the event of an issue not being resolved remotely you will travel to site)
We estimate that you will only be required to travel around 10% of the time to a customer sites (this will primarily be in the UK but can be globally, dependent on where we sell our product and support is then required)
Installing our ACS server software onto a customer's environment (this is normally done remotely but there may be the need to attend site) we can train you on this if required
Supporting the installation, set-up, configuration and commission the connected devices all to a customers specification - we will show you how!
Establish the network communications to all line devices and associated systems and carry out system testing as part of the commissioning process (if you have an understanding of TCP/IP networks that would be an asset)
You will need to identify and escalate issues to relevant departments when necessary and support our Engineering team remotely with your expertise in the latest software releases
Customer training on our products, we do this based in our training centre or on site as required
As a support service we provide 24/7 support globally and we are looking to introduce a structured shift pattern of 6am-2pm & 2pm-10pm within this team (there is also an out of hours on-call rota that you will be part of, but you will be rewarded for these outside of office hours support)
Qualifications
Things we would like to see on your CV ...
To have experience working in a client-facing role support IT projects or systems - this could be a 1st line support role
Have an understanding of TCP/IP networks (including features such as Firewalls, IIS, and FTP)
Some full cycle software implementation experience
End user interaction where you have perhaps shown someone how to use a system (clear communication skills are a must as you will be speaking to our technical team one moment and then to our customers shop floor worker the next - you must be able to adapt and be clear with someone who is not as technical as you and where English might not be their first language)
For you to be flexible and be willing to travel to provide support across the UK, Europe and potentially other areas of the world (notice always provided - for this a full UK passport and UK driving license is required)
We would also like you to be able to demonstrate at interview that you have problem solving skills and are used to working in a logical way; if you have an understanding of Microsoft SQL Server would be a bonus!
Nice to haves on your CV would be ...
Exposure to scripting languages such as XML, XSLT, ASP
Knowledge of other Microsoft SQL tools including SSRS, SSAS, SSIS would be great but general exposure to databases would be useful
Experience of working within a business that links its software to industrial devices
Another spoken language would be an advantage when talking to our customer overseas
What we offer you ...
A highly competitive above industry standard basic
Tools to do your job like laptop and mobile phone
Company pension matched up to 8%
25 days holiday plus bank holidays
Weekly payments for any out of hours work, plus an amount per call received
Company social events like, bowling, eating out and generally having fun together!
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