Technical Support Engineer
About this role
Job Description:
If you're seeking a role where your expertise serves a greater purpose, then this opportunity is tailor-made for you.
As our Technical Support Engineer, you will be at the forefront, connecting those who protect. Working in international projects, you'll collaborate closely with cross-functional teams to design, implement, and integrate innovative technological solutions to customers' specific needs.
Does this align with your aspirations?
Let's take a closer look at your role
As a valued member of our team specialising in the Public Safety sector, your primary objective revolves around:
Incident ManagementAnalyse faults in customer systems; take over incidents and technical requests from the Service Desk
Maintain and control the contractually agreed service levels
Ensure control of and compliance with the escalation processes
Manage incidents/problems to product support; interface to 3rd level product support / technical solution and to the service desk
Implement solutions and workarounds for technical problems of the customer via remote access and / or on-site assignments
Problem ManagementImplement problem management with colleagues' support; safe handling of all necessary diagnostic tools and measure equipment for the comprehensive recording of debug information with provision of the necessary indications to 3rd level support
Responsible with support for identifying and proving product / software faults to 3rd level support / the manufacturer by developing reproducible procedures to force system failure
Create meaningful statistics on defect patterns with derivations on serial defects
Manage knowledge to ensure a high first-time fault resolution rate in the service desk
Service ValidationPlan and conduct tests, if necessary, with the involvement of the customer
Configure and further develop the test environment; set up, configure and document test and measurement equipment
Plan and execute Site Engineering and Factory Acceptance Test (FAT)