Technical Support Engineer

Microlise; Nottingham; On-site; GBP 28,000 - 36,000; Full time

Benefits offered by this job

Full training

Private medical insurance

33 days holiday (38 with service)

Costco membership

Vitality Health rewards

Employee Assistance Programmes

Staff events

Job summary

Microlise is seeking a Technical Support Engineer within our Support Services team in the UK. You will provide first-line support, manage incidents end-to-end, and liaise with the Incident and Problem Management teams to ensure timely resolution and SLA adherence.

You will develop your technical knowledge, learn new technologies, and contribute to knowledge documentation while supporting clients including major brands.

Qualifications

• Proven experience within a technical support and/or customer-focused environment.
• Excellent communication skills, with the ability to interpret and relay technical information clearly and concisely.
• Positive attitude and ability to work under pressure as part of a team.
• Confident in using your own initiative and proactively thinking outside of the box.
• Investigative mind-set that seeks workarounds for ongoing incidents.
• Organised and with a flexible approach to adapt to changing priorities.
• Understanding of SQL and basic SQL writing.

Responsibilities

• Own incidents through to resolution; provide user support, user administration and customer liaison.
• Assess and prioritise incidents.
• Identify root cause and liaise with the Incident and Problem Management team.
• Monitor, track and drive incident investigation, diagnosis and resolution to exceed and meet SLAs.
• Provide technical assistance for service issues in accordance with service desk policies.
• Link known or recurring errors, major outages to live incidents for reporting purposes.
• Maintain awareness and understanding of incidents allowing effective communication with senior management and customers.
• Identify patterns in incidents and possible contributing factors or causes of system failure.
• Contribute to the ongoing internal and external knowledge documentation process, including common fixes and known issues.
• Work with other areas to develop and deliver improvements to processes and procedures.
• Contribute to the success of your assigned Swarm, supporting other team members and sharing knowledge.

Skills

Technical support experience

Customer service

Communication skills

SQL basics

Initiative

Teamwork

Job description

Our Support Services team play a pivotal role within the Microlise Group, ensuring a speedy and professional response to issues and incidents, whilst delivering the highest level of customer support. We have an exciting opportunity for a Technical Support Engineer, to support the Service Desk team with exceptional customer service and technical knowledge, whilst providing expert first line support to our customers.

This is a great opportunity for someone looking to get into the world of technical customer support. We are invested in developing our people, and with our "swarm" approach to resolving incidents, you will get the chance to learn new technologies and skills to drive your career forward.

Have you got service desk and / or customer support experience? Are you looking for a new opportunity and challenge? How about joining an organisation whose clients include industry giants such as JCB, Tesco and Stobarts?

What you will be doing:

• Own incidents through to resolution; provide user support, user administration and customer liaison
• Assess and prioritise incidents
• Identify root cause and liaise with the Incident and Problem Management team
• Monitor, track and drive incident investigation, diagnosis and resolution to exceed and meet SLAs
• Provide technical assistance for service issues in accordance with service desk policies
• Link known or reoccurring errors, major outages to live incidents for reporting purposes
• Maintain an awareness and understanding of incidents allowing effective communication with senior management and customers
• Identify patterns in incidents and possible contributing factors or causes of system failure
• Contribute to the ongoing internal and external knowledge documentation process, including common fixes and known issues
• Work with other areas to develop and deliver improvements to processes and procedures
• Contribute to the success of your assigned Swarm, supporting other team members and sharing knowledge

What we are looking for:

• Proven experience within a technical support and / or customer-focused environment
• Excellent communication skills, with the ability to interpret and relay technical information clearly and concisely
• Positive attitude; capable of working under pressure as part of a team
• Confident in using your own initiative and proactively thinking outside of the box
• An investigative mind-set that approaches issues from all angles, especially for the purpose of identifying workarounds for on-going incidents
• Organised and with a flexible approach to adapt to changing priorities
• An understanding of SQL and basic SQL writing, with experience running and interpreting the returned results

Why Microlise?

When your groceries arrive at your door or you sign for your online parcel, one or more of our software, telematics or proof-of-purchase solutions has probably been used. Our solutions deliver value to many of the UK's leading grocery retailers and food logistics providers as well as to household names including JCB, EddieStobart, Carlsberg, Waitrose, and Royal Mail.

Proudly Midlands-based, Microlise has been operating for over thirty years, and recently became a Publicly Listed Company with shares trading on the London Stock Exchange. Our growing business is guided by our culture which drives the way we behave, the way we work, the way we connect with our customers, and the way we support and develop our people.

• Full support and training to ensure you are well equipped to succeed in your role
• Private medical insurance with Vitality Health including rewards for members such as: Free Amazon Prime, Apple Watch, discounted gym membership and many more
• 33 days holiday, including bank holidays, increasing year on year to 38 days, then further increases with length of service
• Free Costco membership, 20% off EE mobile and line rental, and other discounts with Reward Gateway
• Invested in employee health and well-being with over 20 mental health first aiders in the business
• Employee Assistance Programmes
• Great staff extras: Easter eggs, yearly BBQ, Christmas gifts, annual staff awards and many more incentives
• Great Place to Work certified - We have been recognised by the global authority on workplace culture, so come be a part of our success
• Best Workplace in the UK for Development, Technology, Wellbeing and Women