Technical Support Engineer – Hardware and Software

Dikton S.r.l; Ivrea; On-site; EUR 45,000 - 60,000; Full time

Job summary

Dikton S.r.l is seeking a Technical Support Engineer at Ivrea to provide specialist support for complex issues and contribute to continuous product improvement. The role involves developing technical documentation for service organizations and collaborating with R&D, Quality, and Manufacturing teams.

The successful candidate will handle hardware-related escalations, perform advanced diagnostics, conduct RCA, and deliver technical training to technicians, partners, and customers.

Qualifications

• Experience handling hardware and software escalations.
• Strong diagnostic and RCA skills with complex systems.
• Ability to create clear technical documentation for service teams.

Responsibilities

• Manage hardware-related escalations from customers and service organizations.
• Perform advanced diagnostics on electronic, electromechanical, and mechanical systems.
• Handle 3rd/4th-level software escalations and analyze software issues.
• Analyze logs, events, and anomalies to identify root causes.
• Collaborate with R&D, Quality, Engineering and Manufacturing to implement corrective actions.
• Create and maintain service manuals, troubleshooting guides, maintenance procedures, spare parts catalogs, and knowledge base.
• Deliver technical training to technicians, partners, and customers.

Skills

Escalation management

Diagnostics

Root Cause Analysis

Technical documentation

Cross-functional collaboration

Job description

The successful candidate will join the 4th Level Technical Support team and work closely with the Research & Development, Quality, and Manufacturing departments.

The main objective of the role is to provide specialist support for complex technical issues, contribute to continuous product improvement, and develop technical documentation for service organizations.

Main Responsibilities

• Manage hardware-related technical escalations from customers and international service organizations.
• Perform advanced diagnostics on electronic, electromechanical, and mechanical systems.
• Manage 3th/4th-level software escalations.
• Analyze and resolve software and system-related issues.
• Perform analysis of logs, events, and operational anomalies.
• Conduct Root Cause Analysis (RCA) of complex product issues.
• Reproduce and validate field-reported problems.
• Collaborate with R&D, Quality, Engineering and Manufacturing teams to define corrective actions.
• Support the introduction of new products and new product features.
• Create and maintain:
  • Service Manuals
  • Troubleshooting Guides
  • Maintenance Procedures
  • Spare Parts Catalogues
  • Technical Knowledge Base
• Deliver technical training to technicians, partners, and customers.