We are looking for a Service Operations Engineer to join the Customer Service team and support us through ongoing growth.
As a Service Operations Engineer, you will be providing Technical Support for our bespoke software solutions (AdvanceGuard and ClearWay). In this customer facing role you will be resolving, or managing the resolution of, a wide range of technical issues relating to our radars; and supporting the Navtech developed AdvanceGuard and ClearWay applications. The customers you will be supporting span the globe and use our solutions to address a wide range of challenges. Regardless of whether that challenge is related to security, transport or industrial automation, for all our customers safety is everything.
As with all our hires, we are looking to employ someone who has the potential to grow alongside the company.
Company overview - Navtech Radar
We are a world-leading innovator, and multi-award-winning designer and manufacturer of commercially deployed radar solutions. Our ground-breaking technology is utilised by clients worldwide, across many industry sectors, from Perimeter Security Surveillance and Industrial Automation to Traffic Incident Detection on Smart Highways and as part of Intelligent Transport Systems (ITS).
As part of Halma plc, a FTSE 100 company, you will be joining a group of companies whose mission is to make the world cleaner, safer, and healthier.
Our work headquarters
Our offices are nestled in a wonderfully tranquil location, at the edge of Ardington in South Oxfordshire, within an easy commute from areas of Reading, Swindon, Newbury and Oxford.
Our culture and benefits
Here at Navtech, we help create the right environment for our focused staff by providing a flexible, fun, friendly, and family feel. We are dog friendly and enjoy family, friends and group events. We have plenty of free parking for our employees and provide you with options to join colleagues on lunchtime walks, biking and other pursuits. We care about our staff, in fact, our culture is developed by them, for them!
Key accountabilities
Reporting to the Service Operations Manager the key responsibilities of the role include:
- Providing 2nd and 3rd Line technical support.
- Work with a team on an out-of-hours on-call support rota.
- Troubleshoot customer logged faults and isolate the cause to minimise impacts
- Support the implementation of systems upgrades, along with the maintenance of existing systems.
- Classify support tickets, collect pertinent information, investigate, triage and resolve customer issues.
- Maintain a sense of ownership of the issue throughout its lifecycle, even when action is being taken by other teams.
- Adhere to agreed documented processes and working agreements with other teams for the resolution of customer issues.
- Achieve agreed team and individual Key Performance Objectives.
- Develop and refine best practice.
Key competencies
- Aptitude for learning new software tools and hardware systems
- Self-aware; willing to ask for help. Recognise when you have a gap in your knowledge
- Self-starter with an interest in learning
- Customer focused – demonstrates high level of integrity and is able to liaise confidently with the customer and manage their expectations in a high-pressure environment.
- Good organisational skills, ability to plan own work in conjunction with team members and customers
- Excellent problem-solving and communication skills
- Self-motivated and ability to work independently
- Attention to detail
Knowledge and experience
- Extensive experience of implementing and maintaining IP Networks.
- Working knowledge of Linux and/or Windows scripting (Powershell) experience.
- Understanding typical command line diagnostic tools such as SSH, telnet and trace route.
- A minimum of three years’ experience working in a customer facing role supporting complex business solutions, ideally those that involve an element of hardware.
- Experience of working with helpdesk support systems to the management of customer issues..
- BSc Degree or equivalent experience that required technical analytical and problem-solving skills.
- Right to work within the UK
Salary
Salary will be competitive based on this type of role within the Thames Valley and we offer a bonus scheme, pension contributions, and a holiday loyalty scheme.
Other information
The successful candidate must be willing to undertake security clearance (BPSS) and participate in an on-call roster.
SHORTLISTING:
We will be collecting applications for this role throughout the Christmas break. Shortlisting will take place in January 2023.