Systems Support Engineer

John Bean Technologies Corporation; England; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading technology solutions provider in the UK is seeking a Systems Support Engineer to join their expanding support team. Responsibilities include providing technical support for AutoCoding software solutions and managing customer installations. The ideal candidate should have experience in client-facing IT roles, strong problem-solving skills, and a good understanding of TCP/IP networks. This role offers a competitive salary and excellent benefits, including 25 days holiday and company pension coverage.

Benefits

Competitive salary

Company pension matched up to 8%

25 days holiday plus bank holidays

Company social events

Weekly payments for out-of-hours work

Qualifications

• Experience working in a client-facing role supporting IT projects or systems.
• Knowledge of TCP/IP networks, Firewalls, IIS, and FTP.
• Demonstrable problem-solving skills and a logical working style.

Responsibilities

• Provide customer support via telephone and remote access.
• Install ACS server software onto customer environments.
• Conduct customer training on products at the training center or on site.

Skills

Client-facing support

Understanding of TCP/IP networks

Problem-solving skills

Communication skills

Experience with Microsoft SQL Server

Job description

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, such as 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, determining the actual problem, analysing technical symptoms, facts and all associated information. Understanding of the support issue is important, requiring a mix of skills including liaising directly 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

Providing customer support day‑to‑day via 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 customer sites (primarily in the UK but can be globally, dependent on where we sell our product and support is required). Installing our ACS server software onto a customer’s environment (normally done remotely but may require site attendance) – we can train you on this if required. Supporting the installation, set‑up, configuration and commissioning of connected devices to a customer’s specifications – we will show you how! Establishing network communications to all line devices and associated systems and carrying out system testing as part of the commissioning process (knowledge of TCP / IP networks is an asset). Identifying and escalating issues to relevant departments when necessary, and supporting our Engineering team remotely with expertise in the latest software releases. Conducting customer training on our products, based in our training centre or on site as required. Providing 24/7 global support and participating in a structured shift pattern of 6 am‑2 pm and 2 pm‑10 pm, with an out‑of‑hours on‑call rota that is rewarded for outside‑office hours support.

Qualifications

Things we would like to see on your CV: experience working in a client‑facing role supporting IT projects or systems (including 1st‑line support); understanding of TCP / IP networks (including Firewalls, IIS, and FTP); some full‑cycle software implementation experience; end‑user interaction experience where you have shown someone how to use a system (clear communication skills are a must – you will speak to technical teams one moment and shop floor workers the next, often in a non‑technical language environment). Flexibility and willingness to travel across the UK, Europe and potentially other world areas (notice provided – a full UK passport and UK driving licence are required). Demonstrable problem‑solving skills and a logical working style; knowledge of Microsoft SQL Server is a bonus.

Nice to Haves

Exposure to scripting languages such as XML, XSLT, ASP; knowledge of other Microsoft SQL tools including SSRS, SSAS, SSIS; general exposure to databases; experience working within a business that links its software to industrial devices; additional spoken languages for overseas customer communication.

What We Offer

A highly competitive above‑industry‑standard basic salary; tools to do your job such as a 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 such as bowling, dining out and generally having fun together.