Overview

TECHNICAL Support Engineer

My client is a global leading manufacturer of passenger information systems for the public transport industry. All design and development and most of production, is carried out at the head office in Lewes.

They are proud to have a friendly open environment in our Technical Support department and are looking for talented professionals to join us at an exciting time of growth and technological & organisational change.

Key Objectives

  • You will be working within a team to answer technical electronic questions and issues arising from the day to day activities of customers via telephone and/or email with occasional site visits, as well as assisting in the maintenance and support of current hardware and software.
  • You are likely to be working on several projects at any one time. You will be working on aspects of a project ranging from specifying suitable hardware during initial consultation, through to implementation of software on the vehicle, and also installations on site.
  • You will report directly to the Technical Support Manager and/or a designated intermediary. You are likely to work with Sales, R&D and Production staff as well as other members of the Technical Support team.
  • Occasional customer site visits, including overseas and possible night work, will be required as you will be supporting US, Australia and New Zealand
  • This is a role that will suit an electronics person rather than someone with skills gained in IT support.

Requirements

  • Educated to a minimum HNC level or equivalent in Electronics
  • Computer literacy in Windows and also Microsoft Office Suite
  • Holds a full clean UK driving license or equivalent
  • Knowledge and use of serial communication standards and protocols (eg RS232, RS485 etc) and Ethernet networking protocols
  • Knowledge of computer network setups (Windows Servers)
  • Experience of electrical and electronic system design (eg Circuit Diagrams, wiring)
  • Previous experience in a technical support role dealing directly with the customer or able to show that you could adapt to this easily

Essential Skills

  • Educated to a minimum HNC level or equivalent in Electronics
  • Team player with a pro-active and flexible approach to problem solving
  • Self-disciplined, good planning and organisational skills
  • Excellent communication skills (both written and verbal)
  • Computer literacy in Windows and Microsoft Office Suite
  • Holds a full clean UK driving license or equivalent
  • Willing to travel globally as required

Desired Skills

  • Knowledge of Linux systems
  • Knowledge of programming languages (Python, Lua, C, C++, .NET)
  • Foreign language skills
  • Previous experience in public transport and/or manufacturing industries

Tasks and Duties

  • To provide first line phone support both in-house and out of the office on all products.
  • To carry out site evaluations and suggest improvements to best resolve customer issues
  • To carry out installations or retrofits of equipment at customer sites globally where required
  • To create databases and media content for customers and agents for on board equipment
  • To work with third party companies where required to ensure integration between on board systems
  • To supply technical tuition to both customers and staff
  • To produce documentation as required for future reference