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Software Support Engineer

2 months ago

Manukau, Auckland, New Zealand Marel Full time

Grateful to have someone who counts on you? Our Software Support Engineers are.
At
Marel, we are looking for a
Software Support Engineer, based in
Auckland, New Zealand**.

This role will provide remote customer support for Marel Software based on Marel's support processes, also deliver on-site technical services for our customers systems.


Who We Are
Marel is the leading global provider of advanced processing systems and services to the poultry, meat and fish industries. In partnership with the most forward-thinking food processors in the world, Marel is transforming the way food is processed. Our vision is of a world where quality food is produced sustainably and affordably. Our team comprises more than 7.500 employees worldwide, offices and subsidiaries in 32 countries across six continents.

Scope and Authority
The main objective of this role is to provide technical support to Marel's customers and internal stakeholders

  • Provide Level 1 support to technical issues, internally as well as for customers
  • Receive support calls and incidents through all regional service locations
  • Properly escalating unresolved request to the next level of support
  • Tracking, routing and redirecting problems to correct resources
  • Walk customers through the problemsolving process
  • Follow up with customers, provide feedback and see issues through to resolution
  • Assist with inhouse activities related to Marel Software projects server prebuilds, project support, training (internal and external), file and manage all Marel Software system backups
  • Documenting and/or reporting of service tasks or installations
  • Creates knowledge base articles both for new configurations and for solving known issues
  • Performing actions to fulfil scheduled Service Level Agreement tasks
  • Support established regional and globally defined Help desk processes
  • Work daily with other Marel Software and hardware helpdesk specialist in the region and globally
  • Provide onsite delivery of services, addons to systems and system upgrades

Skills and Abilities

  • Excellent computer skills
  • Ability to document and explain technical specification
  • Good people skills and works well within a team
  • Ability to troubleshoot and solve complex technical problems
  • An excellent telephone manner is required together with the ability to handle challenging support situations with a calm and methodical approach
  • Understanding of principles and processes for providing customer service
  • Good knowledge of Windows operating systems on PCs and servers
  • Ability to troubleshoot network problems including TCP/IP, Ethernet, cabling, switches
  • Familiar with remote accessrelated hardware/software utilities/service products
  • Relevant experience in a Service Desk or Call Centre environment is a plus
  • Ability to learn using online courses and documentation
  • Self-Starter, with the ability to work independently when required
Education, Knowledge, and Experience

  • A degree in Information Technology, Computer Science or equivalent and/or a proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
  • Strong English skills, both written and verbal
  • Additional languages are considered a strong pro
  • Experience with and comfort working in multicultural, multidiscipline organization is an advantage
  • Strong analytical skills and service orientated
  • Written software skills to be able to document a profound description of the solution when pushed to the L2 support
  • Knowledge of SQL server is a plus
  • Knowledge and prove experience in scripting is a plus

We Offer
We offer you the opportunity to develop yourself. This starts on you first day. You will receive an extensive, well-prepared onboarding period, followed by a function-specific development track during the year.

You will be guided by our organization, and an experienced co-worker that will teach you the specialist knowledge of our system and processes.

On an annual basis, you will create a personal development plan, so your professional and personal development are always top of mind.

Our informal culture offers you the opportunity to take your own responsibilities and show initiatives.

Commitment to Global Safety
As a Marel employee you are expected to respect internal rules and actively contribute to the delivery of the corporate Safety policy and guidance to ensure Marel is a safe place to work

Marel Vision and Values
In partnership with our customers we are transforming the way food is processed. Our vision is of a world where quality food is produced sustainably and affordably.

Marel's core values are:
Unity, Innovation and Excellence

LI-PS1

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