Software Support Engineer

7 days ago


Auckland City, 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 **A**uckland, 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 problem-solving process
- Follow up with customers, provide feedback and see issues through to resolution
- Assist with in-house activities related to Marel Software projects server pre-builds, 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 on-site delivery of services, add-ons 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 access-related 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 multi-cultural, multi-discipline 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

LI-Hybrid


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