Engineering Technician - IT Saas Support

We are a leading global manufacturing company seeking a Permanent Engineering Technician to join our dynamic IT SaaS support team. This role is a fantastic opportunity for an experienced professional who is passionate about providing exceptional customer service and technical support to our clients, while also contributing to the enhancement and development of our Software as a Service (SaaS) solutions.

Responsibilities:

As a Permanent Engineering Technician, your responsibilities will include:

1. Providing top-notch customer support to ensure a seamless and positive experience for our clients.
2. Assisting with the onboarding process of new clients, including hardware configuration and software testing.
3. Working closely with our engineering and technical departments to troubleshoot and resolve any connectivity or firewall issues.
4. Developing and maintaining comprehensive support materials and documentation to assist our clients and enhance their understanding of our SaaS solutions.
5. Participating in the release of new software updates and enhancements, including prototyping and hardware testing.
6. Actively seeking customer feedback to identify areas of improvement and implementing necessary changes to enhance our SaaS solutions.
7. Providing on-site and field support as required to ensure our clients' needs are met and any technical issues are promptly resolved.
8. Writing detailed reports on issue resolution, lessons learned, and best practices to contribute to the ongoing improvement of our customer support services.

Qualifications:

The ideal candidate for the Permanent Engineering Technician - IT SaaS Support role will have the following qualifications:

1. A minimum of 2 years of experience in a similar role, preferably in the manufacturing industry.
2. Proven experience in customer support and onboarding, with a strong focus on enhancing the customer experience.
3. Proficiency in software testing and releasing, with a keen eye for detail and a commitment to quality.
4. Experience in hardware configuration, hardware testing, and troubleshooting, with a strong ability to resolve complex technical issues.
5. Exceptional skills in writing and maintaining support materials and documentation.
6. Experience in dealing with connectivity and firewall issues.
7. Proven ability in prototyping, particularly in relation to hardware.
8. Strong report writing skills, with a focus on capturing lessons learned and best practices.
9. Excellent communication and interpersonal skills, with a proven ability to work effectively both independently and as part of a team.
10. A commitment to continuous learning and development, with a keen interest in staying up-to-date with the latest industry trends and technologies.