1st 2nd & 3rd Line Software Technical Support Engineer

Job Description

NEW VACANCY! (PK7476)

1ST 2ND & 3RD LINE SOFTWARE TECHNICAL SUPPORT ENGINEER

GREATER MANCHESTER - OFFICE/HOMEBASED

Salary Starting at £25K (Depending on Experience)+ 26 Days Holiday plus Bank Holidays + Company Pension after 3 Months + On Site Parking + Cycle to Work Scheme + Sick Pay + Bonus Scheme

Hours: 37.5 Hours (Flexible Working: Arranged after probation period to fit around core business hours)

Our client is an industry-leading software house specialising in bespoke CAD/CAM and design workflow management solutions to the global packaging industry.

They are looking to recruit a Technical Services Engineer to join their growing UK Based Customer Service Team. You will be working with their suite of software solutions that allow companies to streamline their packaging design and manufacturing processes. All the necessary product training will be provided.

This role will be a blend of primarily in-office days and occasional home working. Within this role it is not uncommon for members of their support team to occasionally travel to customer sites, industry trade shoes and user conferences in both the UK and abroad.

Key Responsibilities:

  • Supporting new and existing customer accounts
  • Working closely with customers/team members to ensure issues and requests are logged within their helpdesk and resolved to the customer's satisfaction within their SLA's
  • Carrying out customer installs, both remotely and on-site
  • To investigate, identify, design and implement customer-specific solutions, this will involve working closely with the customer, defining a specification, and agreeing on KPIs and a suitable timeframe for solution delivery
  • Identifying opportunities for product improvement, both through internal use and by collaboration with customers and communication of these requirements to the development team
  • Contributing to and updating user reference material and tutorials with each new product release
  • Supporting customers in business case testing and reporting as well as communicating with the development team
  • Training customers on new/updated features as they are released
  • Working closely with the QA team to help ready the next product updates for release and testing them against known customer configurations

Experience Required:

  • An excellent communicator with experience of dealing face to face with customers in a technical role
  • Confident and professional
  • Have an understanding of customer requirements and ability to explain technical topics to non-technical clients and users
  • Strong troubleshooting skills and diagnostic capabilities
  • Good self-motivation and able to work with minimal supervision, both independently and part of a larger team
  • Good general IT skills
  • A full driving licence as some customers aren't as easy to get to so ability to drive is a must, which may extend to doing so abroad

Beneficial for this role:

  • 2D/3D CAD Experience
  • Experience with application programming interfaces (APIs), standalone application development, or any process/workflow automation tools
  • Experience in any of the following technical areas: Network configuration, Web technologies, IIS, SSIS, Microsoft Azure
  • Good presentation skills
  • Willingness to travel
  • Experience within the packaging industry
  • Foreign Languages - Verbal or Written