Customer Support Engineer

Job Title: Customer Support Engineer
Contract Type: Permanent
Location: Livingston, West Lothian
Salary: £30000 - £35000 per annum
Start Date: ASAP
Reference: 72199-ENGIN-ALK_1533225171
Contact Name: Aleksandra Kontra
Contact Email:
Job Published: August 02, 2018 16:52

Job Description

Our client is the world's Digital Industrial Company, transforming industry with software-defined machines and solutions that are connected, responsive and predictive. Through their people, leadership development, services, technology and scale, the company delivers better outcomes for global customers by speaking the language of industry. They are creating technology and solutions to enable social, mobile, analytical and cloud capabilities for the Industrial Internet. The Industrial Internet is an open, global network that connects people, data and machines. It's about making infrastructure more intelligent and advancing the industries critical to the world we live in.

Role Summary:

The critical objectives within the Customer Support department are to deliver first-class support to our customers and maintain maximum uptime for each system. Typical problems range from resolving database space issues to identifying code problems within our in-house software products.


*Respond, investigate and resolve 1st line customer support requests.
*Investigate, own and resolve issues as part of a specialised 2nd line team.
*Offsite visits to customer sites to investigate, coordinate and resolve open issues.
*Management and escalation of high priority issues.
*Out of hours support duties.
*Software upgrades, installations and health-checks.


*Degree/HND level in Computing, Software Engineering or Electrical/Electronic Engineering and / or strong experience working within a software or IT Support environment.
*ITIL Foundation Essential Technical Skills
*Proven competence and specialisation to troubleshoot issues in at least 2 of the following domains:
*Oracle, SQL or equivalent databases
*Linux Operating Systems
*Networking and Firewalls
*Proven basic level of competence with Microsoft Operating Systems and the other non-specialised domains listed above.
*Ability to transfer problem solving knowledge, with respect to the ADMS applications.
*Excellent interpersonal and communication skills with a strong customer focus.
*Team player, willingness to work as part of a team.
*Willingness to learn new technologies - steep initial learning curve.
*Meeting targets, ability to work to tight deadlines and adapt to moving priorities.

Desired Characteristics:

*Previous experience within a software development environment.
*Knowledge of the energy and utilities sectors.

If the above sounds like you, please do not hesitate to get in touch!