Technical Support Technician - Stockport - SK1

Technical Support Technician

Reporting to Technical Services Manager

Department

Our state-of-the-art bureau is the centre of our vision of delivering added value to all our customers. From our facility in Stockport, we are remotely connected to over 1,800 locations across Europe and remotely manage and control thousands of building assets across both private and public sector estates.

The Role

Working as a Technical Support and Build Technician you will have the opportunity to work within the Technical team Bureau offering the following services:-

• 1st and 2nd line support of our field engineering team.
• 2nd line technical support to client.
• System software builds for field operational teams.
• System hardware testing
• Innovating new software applications and build practices.
• Build software integration to third party hardware via BACnet, Modbus and LON protocols mainly within HVAC sector.

You will be working closely with the Technical manager and other team Managers to provide key client as well as internal technical support to the in-life services teams to ensure that we meet our internal as well as client KPI targets.

The role is primarily office based with shifts running from 9am to 5pm, Monday to Friday. The company operates a 24/7 on call service Monday to Sunday; all Support Staff are required to undertake on call duties in support on a rotational basis and this is paid in addition to your annual salary.

The Person

We are looking for the right person, not necessarily all the right qualifications! However, you will need to be able to demonstrate commitment, adaptability, initiative, excellent customer service skills & a willingness to investment in yourself as well as others. In addition, good time keeping skills and the ability to work within real time customer facing teams is essential. Experience of ‘BMS software’, ‘System commissioning’, ‘Fault finding’, ‘complaint resolution’ and ‘working in a methodical and timely manner’ are key qualities that we look for in the selection of a suitable candidate for this role.

We are looking for an individual that ideally has technical experience as well as client support background within the BMS ideally or alternatively experience within a similar engineering-based discipline.

The ideal candidate should be driven and confident enough to motivate, develop and support ROC and field team members technically to take Aimteq to the next level of service build and support.

We’d love to hear from forward thinking candidates who are well organised, have improved team and client experience with a wiliness to increase team efficiency and performance.

If you feel that you have the skills and experience we are looking, are looking for a new challenge in terms of career progression, or even just want to start a new career with great opportunities, then we want to hear from you!

The Responsibilities

System Builds/Commissioning

• Build system software based on predefined points lists and wiring diagrams
• Produce graphics from our software library
• Working with client and our IT specialists to setup connection to new sites
• Remotely assist field engineers in commissioning the software in readiness for client handover.
• Make any configural changes to ensure the software matches the ‘as installed’ requirements.
• Update internal and client facing reports (Ensuring reports are completed checked and validated in a timely manner).

Field Support

• Provide 2nd line software support to filed engineering team.
• Testing any site based software changes.
• Process work orders received from client management companies ensuring correct procedures are followed and adhered to.
• Monitor client issues and environmental performance within their estates and report non-compliance
• Alarm monitoring and investigation of Critical events

Client Technical Support

• Provide ad hoc 2nd line technical assistance for clients
• Take responsibility for management of designated incoming alarms from supported clients.
• Diagnose, resolve and escalate technical issues using in house web-based tools and escalation procedures
• Provide advice and recommendations to client maintenance staff as applicable.
• Manage incidents and cases end to end to ensure these are closed in a timely manner.

Call Handling and Escalation

• Log all bureau activity using in house call handling and client CRM Packages
• Escalate client issues externally or internally as necessary following defined procedures
• Provide call backs to customers in line with agreed SLA’s.
• Provide quality customer service at all times

The Experience

Required Skills and Experience

• Software build experience (Preferably BMS, Telco or industrial)
• Good/Excellent computer literacy
• Use of Microsoft Packages
• Good Customer Service Skills
• Good Time Keeping
• Knowledge of a customer service/helpdesk environment
• Knowledge of helpdesk operations
• Strong communication skills both written and verbal
• Effective problem-solving skills
• Team player with a desire to help others.
• Able to work on own initiative as well as in a team
• Willingness to learn new systems and technologies
• Can work to challenging deadlines
• Attention to details
• Process improvement models

Working knowledge of one or all the following would be a distinct advantage:

• BMS / BEMS (Any level)
• Working within an engineering discipline.
• FM Experience
• SQL
• Knowledge of BMS/HVAC applications
• Customer Service Industry Standards
• Development skills would be an advantage.

*Training will be provided for the right candidate.

Working pattern

• The role is primarily office based with shifts running from 9am to 5pm, Monday to Friday.
• The company operates a 24/7 service Monday to Sunday and all Support Staff are required to undertake on call duties on a rotational basis.
• This list is not exhaustive and from time to time you may be asked to carry out additional duties appropriate to the nature and scope of the position.

Salary and benefits

Salary: £25-£32K

Other Benefits: Death in service at 2 x salary

1% employers Pension contribution rising to 2%

22 days’ holiday rising to 25 days over the first 3 complete calendar years

Health benefits package after 6 months’ employment