Support Engineer

Your mission:

As a Technical Support Specialist, you are working in a hybrid role; you are responsible for ensuring the delivery of high-quality technical support services and providing the highest level of Client satisfaction. Day to day, you will identify client problems, proactively monitor client systems, and build and maintain a support knowledge base.

Technology in our world constantly evolves, so you will need to stay updated with new software and hardware through Fortna training programmes and independent research. This will be challenging, stretch you technically, and keep you on your toes.

You will manage multiple technical support calls simultaneously and find that each case's difficulty and troubleshooting level will vary. Due to the extensive range of software and systems utilized, it will take time for the successful applicant to gain the necessary knowledge to work independently. The learning process will be rewarding but will require patience and self-confidence.

Your main responsibilities:

• To build and improve your understanding of all system functionality, i.e. Software, Electrical and Controls and gain knowledge of those departments.
• Respond to Client calls independently and promptly.
• Work with the Client to diagnose system and software issues.
• Utilise internal and external resources to research Client issues.
• Work with Clients to ensure connectivity methods are reliable and utilise current technology.
• Provide superior technical support assistance to Fortna's Client base, enlisting help from additional Technical Support team members as necessary.
• Follow up with Clients after an issue has been resolved to ensure high levels of satisfaction.
• Maintaining a log of all Client calls, daily, weekly and monthly, to ensure calls are completed in a timely manner.
• Keep up to date on all modifications that are performed for system updates.
• Make necessary changes to Fortna Warehouse Execution System (FortnaWES) menus and configuration with direction from Technical Support team members.
• Create reports identifying call incidents by Client and by root cause.
• Continually train yourself on software, hardware and support standards to ensure the highest level of technical support is provided for our clients.

Your skills:

• Proven experience in system/software support, including troubleshooting, diagnosing and identifying issues
• A minimum of one year experience in a technical support role working with the following:
• Networking
• SQL or Oracle.
• Linux, Windows operating system and hardware troubleshooting.
• Exhibits strong computer skills with the ability to understand the technical aspects of the software and its functions.
• Knowledge of electrical/mechanical system functionality
• Basic electrical skills and experience in reading electrical drawings.
• Excellent documentation skills to help build our knowledge base.
• Excellent oral and written communication skills with the ability to clearly articulate to all project members and stakeholders
• Able to work independently and see tasks through to completion without significant guidance.
• Able to take the initiative, make decisions, and show confidence in decisions made.
• Strong interpersonal, organisational, time management and problem-solving skills
• Knowledge of electrical/mechanical system functionality
• Able and willing to travel approximately 10% (primarily domestically with the possibility of international travel).
• A positive mindset with a can-do attitude.

Your career and development:

A career at Fortna comes with powerful professional development opportunities, as you will learn directly from the industry's best and brightest. Our training, mentoring, and on-the-job experiences will enhance your software, systems, and product-specific technologies skillset.

This development will give you the framework to succeed and advance from a Technical Support Specialist I, Technical Support Specialist II, Technical Support Specialist III or become a Subject Matter Expert (SME) in a specific role such as Software, Electrical, Controls, or Infrastructure. As we grow, there may also be the opportunity for management positions.

What we offer:

• A basic salary starting at £39,000, based on knowledge and experience.
• Pension contributions matched up to 7%
• Private Medical Insurance
• Health Care Cash Back Plan that contributes to everyday healthcare costs such as dental, optical, prescriptions, and various physical and mental therapies
• 24/7 Employee Assistance Program
• 25 days holiday per annum
• Annual performance bonus
• Paid time off for charity work