Support Engineer

Hellenic Systems Ltd; Chelmsford; On-site; GBP 25,000 - 35,000; Full time

Job description

Job Description:

Support Engineer - Hellenic Systems Ltd UK

Founded in 1988, Hellenic Systems Ltd specialises in providing cutting-edge 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 added-value operations.

As a UK-based 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 aren't 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:

1. Log and resolve 1st line support calls in line with our KPIs, whether this be by support portal, telephone or email.
2. In line with your level of technical experience, you will also handle and resolve 2nd line support calls within agreed timescales.
3. As part of your responsibilities at the 2nd line level, you will participate in a 24/7 on-call rotation, ensuring continuous coverage as part of the team.
4. 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.
5. Keep customers informed with progression of issues and provide follow up as necessary.
6. Collaborate with other departments as necessary to expedite resolutions.
7. Maintaining remote access, versions & support documents and customer records on CRM.
8. Achieve and strive to exceed customer service standards at all times.
9. Encourage feedback from our customers, recognize the changing needs of the service, and make recommendations to your line manager for improvements.
10. Identify common issues to proactively support our customers through case management in our CRM.
11. Assist with QA and testing of the product suite.
12. Assist with remote upgrades and installations where required.
13. Promote the latest products and services to our customer base.
14. Proactively upgrade customer sites as and when possible whilst carrying out support cases.
15. Attend and contribute to support team meetings.

Job Goals/Metrics

1. Ensure that all data entered in internal systems is accurate and complete.
2. Complete all support tasks in accordance with recommended/target timescales set by the Support Manager.
3. Ensure that SLAs are met.
4. Work towards maintaining the number of open jobs to be below the targets set by the Support Manager.

Job Qualifications, Skills & Experience:

1. Ideally 18 months experience in a customer service role.
2. Experience of providing telephone and remote IT support.
3. Background knowledge in computer hardware (PCs, IP networks and WIFI).
4. PC literate (including MS Office suite) and aptitude to pick up new software packages quickly.
5. Database and SQL knowledge of advantage.

Your Personal attributes will include:

1. Self-motivated with a 'can do' attitude.
2. Highly organised, and able to multi-task and manage own workload.
3. Excellent interpersonal skills.
4. Ability to adapt to change, and take a pro-active approach when required.
5. Calm and confident nature.
6. Strong relationship management, teamwork and communication.
7. Determination to learn and continually develop.
8. Always present a professional service and image to customers and colleagues.

Business Unit: Hellenic Systems Limited

Scheduled Weekly Hours: 40

Number of Openings Available: 1

Worker Type: Regular