Technical Support Engineer

6 mesi fa

Genoa, Italia ATS Global A tempo pieno

ATS is currently seeking a suitable candidate to lead the support of Manufacturing IT solutions delivered to leading Global manufacturers.

In this role, you will be responsible for supervising and delivering resolutions to a variety of technical issues. You will be responsible for supporting hardware and software as well as 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 the ATS customer base in Italy and globally.

The role will additionally require inclusion into an on-call rota to ensure ATS are able to meet the demands of our customers.

YOUR PROFILE

The right candidate has a minimum of 2 years experience in a similar role. Knowledge of Manufacturing Processes & Automatio n would also be advantageous in this role. The ability to manage yourself and others to deliver the resolution of high-impact issues is essential The candidate should be an excellent communicator and able to present ideas clearly and effectively both internally and externally. Candidates should be highly motivated and capable of the development and application of skills in new and existing technologies. Enthusiasm and a desire for success are character traits we are seeking as is the ability to lead or work as part of technical teams as required.

RESPONSIBILITIES

Lead delivery of 1st and 2nd line Support of manufacturing IT solutions including client, server, and network components. This may include Hardware, Software and Databases. Oversee and coach engineers to follow best practices for incident management as well as being a point of escalation Under the direction of the Technical Services lead deliver timely and SLA bounded responses to customer incidents, dealing with issues through a formal service management process. Production of quality technical documentation for Internal & external use. Follow ITIL service management framework to ensure effective process delivery; Incident Management – Driving Incident resolution and escalating as appropriate Major Incident Management – A contact/escalation point for major incidents Problem Management – Ensuring that RCAs (route cause) are completed in line with SLA targets Change Management – Log, prioritise and asses system changes Asset Management – ensuring that asset records are always up to date Service Reporting – Providing key reports as required

BENEFITS

Become part of a successful, dynamic team delivering solutions to our customers which in turn will deliver business benefit therefore enhancing our customer’s performance. In return, the position offers a very competitive salary & benefits package.

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