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Role Description

Connected Manufacturing’s Front-Line Support (FLS) Engineer is a member of the technical support team with an exceptional focus on quality customer support. This role encompasses providing technical support to our customers, resolving issues by utilizing widely available resources, and an entrepreneurial spirit.

• Providing technical support and maintenance on Connected Manufacturing products
• Performing troubleshooting within customer environments focused on the resolution of customer reported issues along with answering product questions raised by customers or partners through our ServiceDesk
• Continually prioritizing your workload ensuring customers are kept up to date on the status of their cases following case management best practices
• Creating content within the support knowledge base ensuring we share knowledge for new issues in a timely and effective manner
• Escalating issues to the next level of support where you have reached the limit’s of your knowledge and tracking those cases to ensure you continue to learn
• Contributing to the development of the customer support organization by participating in regular internal meetings and training sessions
• Creating postings to Connected Manufacturing’s forum / knowledgebase that assist consultants with “self-help” troubleshooting and provide answers to common situations / errors
• Assisting with maintaining any relevant SOPs for job functions
• Other duties as assigned on a project basis

Travel Required: This is a remote position. Occasional travel may be required based on customer onsite support needs, milestone delivery or hypercare periods.

Qualifications

• Previous Technical Support experience
• Basic knowledge and experience of Networking, Active Directory, Virtualization and Operating Systems
• Basic Knowledge of O365 (Configuration and Administration knowledge desired)
• Excellent interpersonal and communications skills
• Excellent time management, decision making, prioritization and organization skills
• Be a team player, promote a spirit of cooperation and teamwork
• Create and maintain technical knowledgebase articles
• Welcomes challenging environments to apply specialist skills, maintaining customer confidence
• Proven technical diagnostic and problem-solving skills
• Good knowledge of ITIL framework
• Eager to learn new skills and technologies
• A good understanding of cloud technologies and experience supporting products and solutions delivered as a service
• Willingness to travel to attend company events or training (if required!)
• Available on rotation to participate in our three-shift system for 24/7 cover

Requirements

• 4+ years of experience in technical support role
• Experience related to MES software support
• Confidence with technical troubleshooting and problem-solving
• Fantastic oral and written communication
• Amazing people skills with a zeal to work with customers
• Thrive in a fast-paced, constantly evolving, team environment
• Experience with Camstar / Opcenter transactions, modelling, and troubleshooting
• Experience with Medical Device or Regulated Industry

Education

• B.S. degree in Information Technology, or Associates degree in Computer Science or related Field (or the equivalent experience) plus a minimum of four-years of related experience

Salary Range

Salary is commensurate with background, level of experience and job market data for location hired.