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Global Helpdesk Engineer Jobs

Company

Swisslog
Address , Newport News, 23603
Employment type
Salary
Expires 2023-10-14
Posted at 9 months ago
Job Description

A Global Helpdesk Engineer provides Telephone/ Internet/ Email support to clients of Swisslog to include application and technical troubleshooting assistance to users of the Swisslog Automation Manager and Warehouse Management applications. The primary function is to ensure a timely and complete resolution of incidents logged by the Global Help Desk Coordinators.

Participation required in a 24/7 schedule involving rotating shifts (which includes afternoon/ evenings and some weekends).

Short Facts

  • Newport News, VA, USA
  • Permanent Position
  • Customer Service

Make an impact

  • Manage escalated incidents and participate in bridge calls and engaging internal escalation resources.
  • Close tickets in a timely manner following incident resolution.
  • Assist the Global Help Desk Leads in answering and logging incidents on an as-needed basis.
  • Occasional travel to customer site, and internal training.
  • Maintain an accurate record of activities using office tools and Incident Management software.
  • Take ownership of complete incident resolution with a professional, customer-centric attitude.
  • Write detailed knowledge articles for escalated incidents to aid colleagues in future troubleshooting.

Bring to the team

  • Willingness to travel, and standby for support service if needed.
  • A.A. in Computer Science, Software Engineering, or a related technical field.
  • Basic to intermediate knowledge of application, database, & operating systems.
  • Excellent written and verbal English communication.
  • Basic to intermediate knowledge of application, database, & operating systems.
  • Experience in a Customer-Facing Service or Helpdesk role.
  • Detail oriented with a responsible work ethic
  • Analytical, problem-solving, and decision-making skills.
  • Ability to multi-task and work independently as well as in a group setting.
  • Proven track record working on teams in a fast-paced, demanding environment.
  • Able to work on time and as part of a customer-oriented team.
  • Excellent written and verbal English communication.

Our promise

Swisslog provides you with the possibility to grow while working with us to deliver a game changing mission: to shape the future of intralogistics by introducing an era of robotic and data-driven automated solutions that create exceptional customer value. We are proud of our Swiss roots, while the opportunities we offer stretch across the globe. We don't expect perfection, but we do expect Collaboration, Commitment, Clarity, and Competence (our Core Values) from all our colleagues. In return, we offer you the chance to be part of the driving force behind solutions that are shaping the future, while we develop the leaders that will shape ours.

Onboarding
Great Team Spirit

About Swisslog

Swisslog is shaping the #future of #intralogistics. As part of the KUKA Group, we are at the forefront of technology that is changing the world. Serving some of the biggest and most exciting brands across the globe, we're a team of 2,000 professionals and 50 nationalities, working together to transform intralogistics with smart minds and fresh perspectives. With our flexible, #robotic and #data-driven automated solutions, we are powering the supply chain and taking the industry forward. #JoinOurTeam and bring ideas to life!

Ready to start your Journey?

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