Associate Systems Support Engineer

When you join Cubic, you become part of a company that creates and delivers technology solutions in transportation to make people’s lives easier by simplifying their daily journeys, and defense capabilities to help promote mission success and safety for those who serve their nation. Cubic is committed to solving global issues through innovation and service to our customers and partners.

Essential Job Duties and Responsibilities:

• Advise and contribute to the effective resolution of a wide range of general and complex technical issues escalated from field maintenance, projects teams and external customers.
• Work collaboratively with resolver teams to ensure incidents are resolved effectively and efficiently.
• Monitor and provide early life support on new products and services and handing these over to the System Support Manager once these are defined.
• Work with the System Support Manager to accurately identify any existing or planned technical changes that may adversely impact service delivery and recommend/implement contingency measures.
• Provide remote technical support for proactive diagnosis of maintenance problems to bring them to permanent and timely resolutions and/or interim workarounds.
• Undertake data analysis to identify trends and proactively provide solutions to the System Support Manager to improve the quality of service for customers with the objective of reducing incidents and abatements.
• Proactively manage the ‘Incident Management’ queue system ensuring that assigned tickets are picked up in a timely manner.
• Ensure standards of quality as defined by Cubic and our customers are met or exceeded.
• Ensure that team ‘processes / procedures’ are documented and updated regularly, including knowledge articles.
• Provide reports as and when required.
• Normally receives general instructions on routine work, detailed instructions on new projects or assignments.
• Participate in the on-call rota and provide out of hours support as required.
• Deliver outstanding technical support service to the Cubic business and their customers.
• Comply with Cubic’s values and adhere to all company policy and procedures, including the code of conduct, quality, security and occupational health, safety and environmental policies.
• In addition to the duties listed, perform other duties as assigned by the manager from time to time, as may be reasonably required.

Education and Qualifications:

• Essential: HND in electrical & electronic engineering or equivalent, Microsoft Accreditation.
• Desirable: Degree educated in Engineering or a related discipline or equivalent qualification/experience.

Skills/Experience/Knowledge:

• Essential: Experience in field maintenance in electronics / electro-mechanical systems, Technical experience of devices hardware down to component level, Competent user of MS software packages and MS Office suite, including Word, Excel, PowerPoint to intermediate level, Sound knowledge of Microsoft Operating Systems, Basic Networking knowledge (TCP / IP), Experience of understanding and implementing health and safety requirements in operational environments.
• Desirable: Previous experience working as a system support engineer or equivalent duties, Basic knowledge of Linux scripting and SQL, T-SQL query writing, Intermediate knowledge of T-SQL query writing, Basic programming language (Visual Basic, C++), Intermediate level Networking knowledge (TCP / IP).

Personal Qualities:

• Self-motivated.
• Ability to communicate effectively with all levels both verbally and in writing.
• Good organizational skills and ability to manage conflicting priorities.
• Potential for advancement.
• Driving license / Ability to travel to other Cubic and customer sites.
• Team player and willing to provide support at short notice.

The description provided above is not intended to be an exhaustive list of all job duties, responsibilities and requirements. Duties, responsibilities and requirements may change over time and according to business need.