Systems Support Engineer

Overview We are expanding our support team and looking for a Systems Support Engineer to join us asap! Your role will be to co-ordinate, manage and provide technical support for our AutoCoding software (ACS) solutions and integrated connections of packaging line devices, such as check weighers, barcode scanners, and printers. Your day-to-day duties will be varied but with a strong emphasis on providing first-class professional support to our customer end-users, partners, and internal AutoCoding Systems engineers. Tasks will include understanding the customer’s perception of a problem and then determining the actual problem by analyzing technical symptoms, facts, and all associated information. Understanding of the support issue is important, and this requires a mix of skills including liaising directly with our customer, remote diagnosis, and at times third-party liaison to reach a successful support resolution and outcome. The Opportunity A day in the life of our Systems Support Engineer will include: Providing customer support day-to-day via telephone and remote access, communicating with the customer’s IT/IS departments (in the event of an issue not being resolved remotely, you will travel to site). We estimate that you will only be required to travel around 10% of the time to customer sites (this will primarily be in the UK but can be globally, depending on where we sell our product and support is then required). Installing our ACS server software onto a customer’s environment (this is normally done remotely but there may be the need to attend site; we can train you on this if required). Supporting the installation, set-up, configuration, and commissioning of the connected devices all to a customer's specification - we will show you how! Establishing the network communications to all line devices and associated systems and carrying out system testing as part of the commissioning process (if you have an understanding of TCP/IP networks that would be an asset). Identifying and escalating issues to relevant departments when necessary and supporting our Engineering team remotely with your expertise in the latest software releases. Providing customer training on our products, based in our training center or on-site as required. As a support service, we provide 24/7 support globally and we are looking to introduce a structured shift pattern of 6am-2pm & 2pm-10pm within this team (there is also an out-of-hours on-call rota that you will be part of, but you will be rewarded for these outside of office hours support). Why work at JBT Things we would like to see on your CV: Experience working in a client-facing role supporting IT projects or systems - this could be a 1st line support role. Understanding of TCP/IP networks (including features such as Firewalls, IIS, and FTP). Some full cycle software implementation experience. End user interaction where you have perhaps shown someone how to use a system (clear communication skills are a must as you will be speaking to our technical team one moment and then to our customers' shop floor worker the next - you must be able to adapt and be clear with someone who is not as technical as you and where English might not be their first language). Flexibility and willingness to travel to provide support across the UK, Europe, and potentially other areas of the world (notice always provided - for this, a full UK passport and UK driving license is required). Ability to demonstrate at interview that you have problem-solving skills and are used to working in a logical way; if you have an understanding of Microsoft SQL Server, that would be a bonus! Nice to haves on your CV: Exposure to scripting languages such as XML, XSLT, ASP. Knowledge of other Microsoft SQL tools including SSRS, SSAS, SSIS would be great but general exposure to databases would be useful. Experience of working within a business that links its software to industrial devices. Another spoken language would be an advantage when talking to our customers overseas. What we offer you: A highly competitive above industry standard basic salary. Tools to do your job like a laptop and mobile phone. Company pension matched up to 8%. 25 days holiday plus bank holidays. Weekly payments for any out of hours work, plus an amount per call received. Company social events like bowling, eating out, and generally having fun together! #LI-SW1

#J-18808-Ljbffr