Technical Support Engineer

Microlise; United Kingdom; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading logistics software provider in the UK is seeking a Technical Support Engineer. This role focuses on delivering exceptional customer service and technical support. Ideal candidates will have experience in technical support and excellent communication skills. You will work in a team-oriented environment, contributing to resolving incidents while gaining valuable experience in the logistics industry. The company offers full training and various employee benefits.

Benefits

Full support and training

Private medical insurance

Generous holiday allowance

Life assurance

Employee well-being programs

Qualifications

• Proven experience in a technical support and/or customer-focused environment.
• Confidence in using your initiative and proactively thinking outside the box.
• Organized and adaptable to changing priorities.

Responsibilities

• Own incidents through to resolution, providing user support.
• Identify root causes and liaise with the Incident Management team.
• Monitor and drive incident investigation and resolution.

Skills

Technical support experience

Excellent communication skills

Positive attitude

SQL understanding

Problem-solving

Job description

Our Support Services team plays a pivotal role within the Microlise Group, ensuring a speedy and professional response to issues and incidents, while 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, providing expert first-line support to our customers.

This is a great opportunity for someone looking to enter the world of technical customer support. We are invested in developing our people, and with our “swarm” approach to resolving incidents, you will have the chance to learn new technologies and skills to advance your career.

Do you have service desk and/or customer support experience? Are you seeking a new challenge? Join an organization whose clients include industry giants such as JCB, Tesco, and Stobarts.

What you will be doing:

1. Own incidents through to resolution; provide user support, user administration, and customer liaison.
2. Assess and prioritize incidents.
3. Identify root causes and liaise with the Incident and Problem Management team.
4. Monitor, track, and drive incident investigation, diagnosis, and resolution to meet SLAs.
5. Provide technical assistance for service issues in accordance with service desk policies.
6. Link known or recurring errors and major outages to live incidents for reporting purposes.
7. Maintain awareness and understanding of incidents for effective communication with senior management and customers.
8. Identify patterns in incidents and potential contributing factors or causes of system failure.
9. Contribute to internal and external knowledge documentation, including common fixes and known issues.
10. Work with other teams to develop and improve processes and procedures.
11. Support your team members and share knowledge to contribute to the success of your assigned Swarm.

What we are looking for:

• Proven experience in a technical support and/or customer-focused environment.
• Excellent communication skills, with the ability to interpret and relay technical information clearly and concisely.
• A positive attitude; capable of working under pressure as part of a team.
• Confidence in using your initiative and proactively thinking outside the box.
• An investigative mindset that approaches issues from all angles, especially for identifying workarounds for ongoing incidents.
• Organized and adaptable to changing priorities.
• Understanding of SQL and basic SQL writing, with experience interpreting results.

Why Microlise?

When your groceries arrive at your door or you sign for your online parcel, our software, telematics, or proof-of-purchase solutions are likely involved. Our solutions deliver value to many of the UK’s leading grocery retailers and logistics providers, including household names like JCB, Eddie Stobart, Carlsberg, Waitrose, and Royal Mail.

Based in the Midlands, Microlise has been operating for over thirty years and recently became a publicly listed company on the London Stock Exchange. Our culture emphasizes behavior, work, customer connection, and employee development.

We offer full support and training, private medical insurance, generous holiday allowance, life assurance, discounts, employee well-being programs, and various staff incentives. We are recognized as a Great Place to Work and have received awards for development, technology, well-being, and gender equality.

Recruitment Process

Interviews will be conducted while the advert is live, so apply promptly.

Recruitment Agencies

We prefer direct applications and do not accept speculative CVs or cold calls. For inquiries, contact [e-mail].