Technical Support Engineer

Our Support Services team play a pivotal role within the Microlise Group, ensuring a speedy and professional response to issues and incidents, whilst 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, whilst providing expert first line support to our customers. This is a great opportunity for someone looking to get into the world of technical customer support. We are invested in developing our people, and with our “swarm” approach to resolving incidents, you will get the chance to learn new technologies and skills to drive your career forward.

What will you be doing:

• Own incidents through to resolution; provide user support, user administration and customer liaison
• Assess and prioritise incidents
• Identify root cause and liaise with the Incident and Problem Management team
• Monitor, track and drive incident investigation, diagnosis and resolution to exceed and meet SLAs
• Provide technical assistance for service issues in accordance with service desk policies
• Link known or reoccurring errors, major outages to live incidents for reporting purposes
• Maintain an awareness and understanding of incidents allowing effective communication with senior management and customers
• Identify patterns in incidents and possible contributing factors or causes of system failure
• Contribute to the ongoing internal and external knowledge documentation process, including common fixes and known issues
• Work with other areas to develop and deliver improvements to processes and procedures
• Contribute to the success of your assigned Swarm, supporting other team members and sharing knowledge

What are we looking for:

• Proven experience within a technical support and / or customer-focused environment
• Excellent communication skills, with the ability to interpret and relay technical information clearly and concisely
• Positive attitude; capable of working under pressure as part of a team
• Confident in using your own initiative and proactively thinking outside of the box
• An investigative mind-set that approaches issues from all angles, especially for the purpose of identifying workarounds for on-going incidents
• Organised and with a flexible approach to adapt to changing priorities

It would also be advantageous if you have:

• An understanding of SQL and basic SQL writing, with experience running and interpreting the returned results

Why Microlise?

When your groceries arrive at your door or you sign for your online parcel, one or more of our software, telematics or proof-of-purchase solutions has probably been used. Our solutions deliver value to many of the UK’s leading grocery retailers and food logistics providers as well as to household names including JCB, Eddie Stobart, Carlsberg, Waitrose, and Royal Mail. Proudly Midlands-based, Microlise has been operating for over thirty years, and recently became a Publicly Listed Company with shares trading on the London Stock Exchange. Our growing business is guided by our culture which drives the way we behave, the way we work, the way we connect with our customers, and the way we support and develop our people.

Full support and training to ensure you are well equipped to succeed in your role. Great Place to Work certified – We have been recognised by the global authority on workplace culture, so come be a part of our success! Private medical insurance with Vitality Health including rewards for members such as: Free Amazon Prime, Apple Watch, discounted gym membership and many more! 25 days holiday, excluding bank holidays, increasing with service. Invested in employee health and well-being with over 20 mental health first aiders in the business. Employee Assistance Programmes. Free Costco membership, 20% off EE mobile and line rental, and other local discounts. Great staff extras: Easter eggs, yearly BBQ, Christmas gifts and annual staff awards.

Recruitment Process: For successful candidates, interviews will take place whilst the advert is still live; so don’t delay getting your application in!

Recruitment Agencies: Whilst we make every effort to directly source candidates for our live roles, we do have a very small preferred supplier list on the occasion we may require additional support. We therefore do not accept speculative CVs and/or cold calls to our Recruitment Team or Hiring Managers. Any queries should be directed to jobs@microlise.com in the first instance.