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Stanley Black and Decker
,
Stockport, Greater Manchester
Technical Support Engineer (SPS)
Overview
Job Description
Title: Technical Support Engineer (SPS) Business: EMEA - SSS State/Country/Province: United Kingdom No. of Positions: 1 Job Description: TECHNICAL SUPPORT ENGINEER LOCATION Stockport, UK REPORTING LINE Global Technical Support Director SPECIFIC KNOWLEDGE * Good fault diagnosis skills * MSSQL * Knowledge of Microsoft Windows Operating Systems, inc Server * IT networks * TCP/IP skills * Access Control * CCTV * Alarms * IT Systems PROFESSIONAL EXPERIENCE * Solid experience in a customer technical support function. * Sound knowledge in the intruder/Access service/installation industry * Ability to work effectively in a team or solo environment * Conscientious with assigned tasks * Committed to department goals * Outspoken regarding development of new and intuitive ideas to the customer * Excellent problem-solving abilities PURPOSE OF POSITION The role of the helpdesk product support engineer is critical to Stanley Product & Solutions (SPS). Candidates must deliver a high standard of customer system and product support. Within this role you will work with the SPS support team and will be required to resolve first initial telephone calls within the department, as well as escalate calls to tier 2 support or development. MAIN ACCOUNTABILITIES * To keep up to date with new hardware & software product releases * Assist 2nd Line support with further developments regarding monitored key sites and customers * Assist/investigate and manage legacy site upgrades to current product * Provision of detailed reports about site visits/issues * Aid in the provision of technical support literature in all media forms * Identify possible training requirements of installation/maintenance customers, and encourage the training thereof * Aid in the management of Unresolved/Escalated calls * Maintain a flexible attitude to working hours * Undertake site visits for the consultation, investigation or rectification of related technical issues * To work with field sales at the system specification stage * Providing proactive and consistently high levels of customer service and to demonstrate commercial awareness in regard to the customer support provided Requisition Number: 69525BR Function: Engineering Services City: Stockport Featured Category on SBD Careers: Engineering (Manufacturing, Mechanical, Product)