Technical Support Specialist
4 settimane fa
ATS Global is seeking a skilled Technical Support Specialist to lead the delivery of Manufacturing IT solutions to our global customers.
In this role, you will be responsible for supervising and delivering resolutions to a variety of technical issues, including hardware and software support, and maintaining technical documentation.
You will also have a basic understanding of ITIL service management and will use this as a framework to ensure processes are understood and followed.
The role will primarily involve leading the delivery of 1st and 2nd line technical support to our customer base in Italy and globally.
The successful candidate will have a minimum of 2 years experience in a similar role and knowledge of Manufacturing Processes & Automation would be advantageous.
The ability to manage yourself and others to deliver the resolution of high-impact issues is essential, as is excellent communication and presentation skills.
Candidates should be highly motivated and capable of the development and application of skills in new and existing technologies.
The role offers a competitive salary and benefits package and the opportunity to work with a dynamic team delivering solutions to our customers.
Key Responsibilities:
- Lead delivery of 1st and 2nd line Support of manufacturing IT solutions
- Oversee and coach engineers to follow best practices for incident management
- Deliver timely and SLA bounded responses to customer incidents
- Production of quality technical documentation
- Follow ITIL service management framework
- Incident Management – Driving Incident resolution and escalating as appropriate
- Major Incident Management – A contact/escalation point for major incidents
- Problem Management – Ensuring that RCAs are completed in line with SLA targets
- Change Management – Log, prioritise and assess system changes
- Asset Management – ensuring that asset records are always up to date
- Service Reporting – Providing key reports as required
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