Junior Technical Support Engineer

Your new company

The company is an IT consulting firm that provides a complete range of IT services geared towards supporting a large organisation in the automotive industry.

They pride themselves on being innovative and handling the needs of their customers in a professional way. Working in this company means being surrounded by qualified and technical people who keep adding value in an extremely competitive and ever-changing market.

Your new role

• You will be responsible for Vehicle diagnostic support:
  • Providing level 2 technical support for the support platforms situated in each European country (be the Superuser).
  • Ensuring the filtering, verification, and correct documentation of support cases.
  • Close collaboration with the level 1 tech team to clarify the scope of the support when needed.
  • Raise cases towards the other OEM (Original Equipment Manufacturer) support lines regarding eventual identified issues about the diagnostic tool or the technical publications.
  • As the owner of the requests, you will have to follow-up on those inquiries and ensure prompt solutions.
  • Ensure FCR (First Contact Resolution).
  • Promote effective communication across the different entities.
  • Monitor the performance of our support activity using our KPIs.
  • Make sure the SLAs are achieved as expected.
  • Provide the right performance review to your supervisor and the upper management.
  • Conduct a Root Cause Analysis when required.
  • Constant update of the training material and collaborate on Best Practice manual.

• You will also be responsible for Testing:
  • Communication test between cars and diagnostic tools.
  • Test diagnostic tool releases and update functional tests.
  • Ensure the good communication for all types of cars available in the market.
  • Diagnostic tool database specifications review.

What you need to succeed

• You will need a strong willingness to learn.
• You will need a bachelor's degree in engineering (mechanical, electronics, IT, or similar).
• You will need a good understanding and operability of Windows OS.
• You will need a logical understanding of issues with a rational, procedural approach in resolving them, as well as well-structured written communication.

What you'll get in return

• Base salary + bonus based on performance
• Remote working allowance
• Company car and fuel card
• Phone plan
• Meal vouchers
• Pension contribution
• Hospitalisation insurance

Lawrence Harvey is acting as an Employment Business in regards to this position.