it engineer Blackburn, England
Job description
About Stevens Traceability
Stevens Traceability Systems Limited is a market leader in traceability and weighing systems that are used by the UK’s top food production manufacturers and in other markets including cash, courier, healthcare, and industrial.
Our 1st and 2nd line software support teams provide essential software and hardware support internally and externally to our contract customers across the UK and Ireland.
The Role
We are looking for a 1st / 2nd Level Software Support and IT Engineer to join our software support team at our Head Office in Blackburn. We are committed to developing our teams and there are opportunities to grow within the business.
This is a full-time role, working 8:30am to 5:00pm Monday to Friday. You will get 26 days of annual leave per year plus bank holidays.
In addition, the company offers a matched pension scheme, as well as Employee Life Insurance which pays out x4 your annual salary.
The company culture is a friendly, relaxed atmosphere with a small business feel. Everyone knows who everybody is and is happy to help.
We also have a large free car park and drinks machine for staff.
About you
As a member of the Software Support team, you will work collaboratively with the software and hardware development teams, and Project and Service teams, to ensure that our software solutions and resolutions are completed in a timely manner and to customer satisfaction.
Duties & Responsibilities
- Assist in delivering 1st or 2nd line support as per SLAs and KPIs
- Assist in prioritisation of workload.
- Serve as an escalation point for unresolved issues and work with software developers and project managers through to resolution.
- Deliver as assigned upgrades i.e., DB Archives, server transfers etc.
- Support other team members with handling tickets and work with other departments i.e., service, software development, project management etc.
- Supporting team and own personal development and on IT and software skills.
- Performing customer service functions, including interacting with customers, answering queries, and resolving issues.
- Assist in creating workshops to improve knowledge levels within the business.
Experience and Skills
Essential Skills
- An excellent communicator both written and verbally and good customer skills.
- Must be self-motivated and a hard worker with the ability, passion, and drive, to work to tight deadlines and achieve goals.
- Capable of working with a cross functional team to deliver a positive service to our customers.
- Provide a quality service and attention to detail.
- Have commercial awareness.
- A positive, professional team player that has a real drive to achieve goals.
Required Skills
1st Level Software Support and IT Engineer
- Good telephone and written communication skills.
- First point of contact handling inbound support emails and calls, carrying out initial investigation replying, logging and resolution where possible.
- Escalation of tickets to 2ndline support.
- Set up company phones with approved software.
- Set up PC/Laptops with approved software.
- Update asset logs when new or replacement assets are allocated.
- Carry out Mobile phone, laptop/pc upgrades and repairs.
- Migrating and backup of customer databases – Firebird, MySQL, PostgresSQL.
- General IT Maintenance.
- Updating/maintaining IT Incident reports.
2nd Level Software Support and IT Engineer
- Adding new users, resetting passwords, Group policies.
- Handle software support tickets and respond within the three-day requirement.
- Create/Setup users with IT equipment and software system accounts.
- Understanding of Java coding.
- Manage the Avast Virus protection software and ensure user equipment is patched and up to date.
- Archiving customer systems and database.
- Training users on window applications and general use of PC'S.
- Installation and setting up printers, labels machines, tablets, mobile phones, PC’s, CCTV, and assist internal staff with user/operational issues.
- Setup and using Remote Desktop management software.
- Provide quotes to customer for additional out of contract support activities.
- Office 365 support - Teams, word, outlook, excel, SharePoint, one drive and, VNC.
- Resolving customer tickets -i.e., Setting up test environments, backing up customer data etc.
- Monitoring and maintaining audit information on user software and software licenses.
- Provide out of hours support.
Desirable Skills / Knowledge
Microsoft 365, VNC, SQL, Firebird and Flamrobin, Networking, RDP, FTP, Windows Active Directory, Office 365 administration, Debian based Linux, Android setup and support.
Job Type: Full-time
Schedule:
- Monday to Friday
Ability to commute/relocate:
- Blackburn: reliably commute or plan to relocate before starting work (required)
Education:
- GCSE or equivalent (required)
Experience:
- Technical support: 2 years (required)
- Customer service: 2 years (required)
Work Location: In person
