Technical Support Engineer

InPost UK; Hemel Hempstead; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading logistics company in Hemel Hempstead is seeking a Technical Support Engineer to troubleshoot issues with Automated Parcel Machines. In this role, you'll provide remote technical support, analyze machine logs, and collaborate with teams in the UK and Poland. Ideal candidates will have a relevant degree and some experience in technical support. The position offers hybrid work options and comprehensive benefits including enhanced leave and health coverage.

Benefits

Enhanced Annual Leave – 26 Days Plus Option to Buy Additional Days

Vitality Health Care

Work from Anywhere – 4 Weeks per year

Enhanced Parental Leave

Rail Loan

Volunteering Days

Hybrid Working

Qualifications

• Graduate in a relevant field with some technical support experience.
• Understanding of electrical and mechanical engineering.
• Proficient in Microsoft Office suite, particularly Excel.

Responsibilities

• Troubleshoot and resolve issues related to software and hardware.
• Provide remote technical support to field service teams.
• Analyze machine logs for underlying issues.

Skills

Problem-solving

Customer service

Communication skills

SQL

Microsoft Excel

Analytical skills

Education

Relevant degree

Tools

Grafana

Zabbix

Kibana

Microsoft Word

Microsoft PowerPoint

Job description

Want to be part of a UK hub, in a global business that is scaling rapidly, evolving fast and radically changing the decades-old delivery universe? If so, read on, as we’re looking for a Technical Support Engineer to join our Network Health team!

Our mission? To switch up the status quo and become the UK’s leading out-of-home business. With a fast-growing network of thousands of smart lockers, hundreds of leading retail partners and the launch of our transformative Send service, we’re bringing freedom to anyone with a parcel.

At InPost UK, we’re building an unparalleled group of talent that’s committed to help us power our mission to reshape the way parcels move, and redefine eCommerce logistics. Our team is packed full of top-notch experts in e-commerce, technology, scale‑up growth, sustainability, logistics and supply chain. We’re a passionate bunch with high ambition – we collaborate, innovate, support each other, and leave egos at the door.

About the role

As a Technical Support Engineer, you will be tasked to resolve issues with InPost Automatic Parcel Machines software, hardware, and peripherals. As an engineer in a team of five, you will examine issues with IT software and equipment, to develop and deploy solutions to keep systems working.

The Technical Support Engineer will report into our Technical Support Manager and may also work with technicians and administrators in the UK and Poland to resolve issues that require extra attention or indicate a larger problem within the IT ecosystem. This role requires strong technical and creative problem‑solving skills mixed with client support and service, and SQL experience would be ideal but not essential.

What you’ll be doing

• Proficiently troubleshooting, resolving, and escalating tickets based on their priority to ensure compliance with Service Level Agreements (SLAs)
• Providing remote technical guidance and assistance to field service engineer teams via mobile and email, ensuring swift resolution and minimizing service disruptions to our Automated Parcel Machine network
• Analysing Automated Parcel Machine logs to identify underlying issues and emerging trends, enabling proactive problem‑solving using tools like Grafana/Zabbix/Kibana
• SQL scripts, editing and creating to extract and create data along with automated scripts
• Assist the Service Desk team by effectively addressing complex technical queries, demanding in‑depth analysis and resolution
• Responsible for the creation, development, and maintenance of comprehensive APM documentation, ensuring accuracy and accessibility
• Conducting training sessions on Automated Parcel Machines operations for both internal and external stakeholders, sharing valuable insights and expertise
• Understanding upcoming software and hardware changes and performing tests in a safe environment with other teams
• Collaborate and knowledge share with the Research and Development (R&D) teams in the UK and Poland to facilitate the development of improved system solutions

What we need from you

We’re looking for people who are ready for a fast‑paced environment, get their kicks out of problem solving and can balance getting today's stuff done, whilst building for the future. We’re looking for people with drive and natural curiosity – who want to do things differently. And do them brilliantly.

In addition;

• A recent graduate with a relevant degree and/or some experience in technical support or service desk, with a base level of using SQL
• An understanding and passion for electrical and mechanical engineering
• Dynamic and value‑driven, with the ability to find innovative solutions to complex challenges
• Effective communicator, confident in building and maintaining strong relationships across different cultures and with teams located across multiple environments
• Outstanding verbal and written communication skills, ensuring clear and impactful interactions with team members and stakeholders
• Excellent customer service and interpersonal skills to assist clients or end‑users in a professional and empathetic manner
• Proficiency in Microsoft Excel, Word, and PowerPoint required for data analysis, document formatting, and presentation creation is a must

Please note: This role requires you to work from our Hemel Hempstead office 3 days a week.

Perks of the job

• 🌞 Enhanced Annual Leave – 26 Days Plus the Option to Buy Additional Days per year
• More time for you to relax, explore, and enjoy life.
• 🌟 Vitality Health Care – Stay healthy and happy with our top‑notch health coverage.
• 🌍 Work from Anywhere – 4 Weeks per year – Embrace the freedom to work remotely abroad for up to 4 weeks per year, allowing you to explore new horizons while staying connected.
• 👶 Enhanced Parental Leave – We support you during those precious family moments.
• 🚊 Rail Loan – Commute with ease! Purchase an annual season ticket, expense it through our InPost expenses procedure, and enjoy a more affordable interest‑free repayment over the year.
• 🌳 Volunteering Days – Take a paid day to make a difference in your community.
• 🏡 Hybrid Working (Role suitability dependent) – We innovate, collaborate and optimise by coming together 3 days per week in the office.

The InPost process

We pride ourselves on our candidate experience. We want to make this as straightforward as possible, for you and for us! We will try our best to get back to you within a few days to let you know if we’d like to take you to the first stage. This normally involves a 20‑minute chat with our Talent Team. If we both feel the connection, you’ll then go through another one or two stages, depending on the level of the role.

At InPost, we love uniqueness. Our strength is our people.

We strive to create an open, equal, inclusive environment in which everyone has the opportunity to flourish and be themselves.