Support Engineer

Description

Role Overview

This role will be responsible for supporting hardware installations, analysis, diagnosis, repair and routine maintenance of HICSE products, both remotely and at the customer’s site, as directed by the ITCS Manager and Project Manager.

Main Tasks and Responsibilities

Reporting to the ITCS Manager, tasks shall include but not be limited to:

• Receiving calls from the customer

• Log and categorise the type of issue being reported

• Triage issues from users

• Investigate, assign and/or fix reported faults on HICSE products following the support processes

• Delivery and installation of HICSE products, including software, data and hardware

• Flexible working, including unsociable hours/shift working/on call, will be required as part of this role

• Travel throughout the UK (and occasional overseas travel) will be required as part of this role

• Communicating continuous improvement ideas to the Support Service and HICSE products to the Support Engineering Manager & business

Achieving success in the role will be indicated by performance on tasks such as:

• Compliance with quality procedures, processes and guidelines

• Product installation, configuring and commissioning support

• Performing preventative maintenance activities

• Provision of corrective maintenance, including telephone support and emergency callout

• Establishing compliance with specifications

• Assembling components to meet specifications

• Completion of supporting documents including configuration statements, RT tickets and design documentation

• Interpreting technical specifications and drawings

• Monitoring the use of test equipment, inspecting products and performing equipment testing

• Diagnosing faults in products, both in-house and on customer site

• Track tickets to resolution, providing updates and escalation where required

• Removing/replacing components

• Dealing with variations and defects in products and assets

• Undertake tasks within allocated budget and timeframe as directed by the ITCS Manager and Project Manager

• Maintain safe working practices in accordance with Health & Safety policies, including the creation of H&S documentation

• Travel to site when appropriate

• Developing yourself professionally in your role and work with others

• Contributing to effective working relationships

• Identifying and suggest improvements to business processes and potential developments to engineering products/processes

Key Skills and Experience

• Comprehensive HICSE product knowledge

• Knowledge of railway signalling (desirable)

• Fault diagnosis and resolution, using a logical approach to problem solving and IT support

• Hands on experience in a Windows & Linux support environment including PC hardware, device drivers, networking and software installation

• Experience of Virtualisation technologies

• Experience in the installation, configuration and management of Zabbix solutions

• Experience in supporting high availability IT systems

• Demonstrated customer service and ability to work independently on site under pressure

• Experience in the installation of complex systems and cabling (highly desirable)

• Experience with remote software maintenance (highly desirable)

• Strong interpersonal skills – both face-to-face and over the telephone to multiple stakeholders

• Emergency callout duties including telephone support

• Good time management skills

• Able to work autonomously and as part of a team

• Excellent communication skills

• Strong working knowledge of configuration management tools, Microsoft Office – particularly Excel and Word

Benefits Package
Company Funded Benefits

• Market competitive salary and discretionary bonus scheme

• Generous holiday entitlement - with the option to buy up to an additional 37.5 hours per year

• A Holiday Banking scheme allowing you to bank untaken holiday to use another year

• Group Personal Pension

• Private Medical Insurance with self-funded option to increase cover to include family members

• Employee Assistance Programme available to all employees

• Personal Accident Insurance

Voluntary Benefits (funded by employee)

• Cycle To Work

• Gym Membership

• Dental Insurance with option to include dependent children

• Health screening

Company Overview

We have been producing industry leading software products since 2000. Our expertise lies in developing and supplying dedicated products and services, designed to improve the supervision and control of railways worldwide.

Our success lies in the strength of our relationships with our customers and with our colleagues throughout Europe. We work to meet and exceed market requirements by producing only the very best software products: on time and to the most exacting standards.

Our head office is located in Bradford on Avon, England and we have further offices in Plymouth and Derby, England.

We are always happy to hear from people who are customer focused and keen to produce high-end, added value software products.