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    • Customer Support Engineer - Market Harborough, England - TGW Logistics

    TGW Logistics
    TGW Logistics Market Harborough, England

    2 months ago

    £45,000 - £55,000 (GBP) per year *
    Description

    This primary purpose of the Customer Support Engineer WCS is to supply TGW customers with a quality technical, 24/7 hotline service.You'll be working alongside other talented engineers on your shift to ensure our global customer base get quick, accurate information and their WCS problems solved in a timely manner. The role is based in Market Harborough with a hybrid working set-up.

    *What you'll be handling:*

    • To provide 24hr * 7 day cover on a rotated shift pattern
    • To provide professional telephone support to customers both internal and external
    • To provide professional on line software support for WCS systems
    • Manage and troubleshoot site-to-site and client-to-site VPNs using appropriate tools.
    • To manage the hotline ticket system for IT, Facilities and Controls
    • To manage the support process on an integrated basis.
    • Maintenance, support and monitoring of virtual environments.
    • To work on ongoing issues to reduce the volume of calls.
    • To provide effective communication to senior management and support colleagues.
    • To maintain support desk documentation.
    • To monitor trends and action plans to prevent issue escalation.
    • To follow through and own issues raised by yourself, if not resolved
    • To escalate problems to the next support level where required and continue to manage the problem until resolved.
    • To create monthly reports
    • To review and identify common issues raised from reports that need remedial action, either through PLC / WCS teams or additional site training
    • To undertake testing of WCS modules in support of the WCS team when required
    • To facilitate the remote monitoring of key accounts control systems
    • To attend sites during support office hours as required to support project works and training.
    • To facilitate the monitoring of hardware for upgrades such as firmware and also highlight any obsolescence to the U&E team.
    • When required provide additional support to the Internal IT Support Analyst

    *What you'll need:*

    • Experience in WCS.WMS Systems
    • Materials handling / automation experience
    • Experience dealing directly with customers / end users

    *TGW is an employer that promotes equal opportunities. We invite everybody interested in this job to apply.

    * This salary range is an estimation made by beBee
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