Software Helpdesk Support

Job description

Software Helpdesk Support / Remote Technical Support - Night Shift

Make the most of your energy in a career at Schneider Electric

Are you our next Software Helpdesk Support / Remote Technical Support - Night Shift ? Based out of our Warrington office, Schneider Electric has a great opportunity for the right person to join our well-established team as a Helpdesk Support/ Remote Technical Support - Night Shift .

Ranked as a Top 25 Employer to work for by LinkedIn, Schneider Electric is the global specialist in energy management and automation. With revenues of ~€25 billion in FY2016, our 144,000+ employees serve customers in over 100 countries, helping them to manage their energy and process in ways that are safe, reliable, efficient and sustainable. From the simplest of switches to complex operational systems, our technology, software and services improve the way our customers manage and automate their operations. Our connected technologies reshape industries, transform cities and enrich lives. At Schneider Electric, we call this Life Is On.

Help us deliver solutions that ensure Life Is On everywhere, for everyone and at every moment. We're looking for people with a passion for success — on the job and beyond. See what our people have to say about working for Schneider Electric:

https://youtu.be/6D2Av1uUrzY
https://youtu.be/NlLJMv1Y7Hk

Your Mission:
To deliver a specialist service to an allocated customer base in line with the corporate visions and values. Support, service, repair or replacement of Company products and associated instruments of other manufacturers

Your responsibilities:
The Primary role as a Remote Support Engineer is to provide remote support and technical assistance for customer contracts on a variety of BMS systems and other Schneider Electric products. This entails mainly working on sophisticated heating, ventilating and air conditioning control, via Building Management Systems, remotely diagnosing problems and communicating solutions effectively and providing our clients with the highest level of customer satisfaction at all times. Day to day activities can include escalating alarms, generating reports for customers, liaising with the administration team, account managers and other engineers and also providing training for new starters/apprentices.

The objectives of this role include:
Working on sophisticated door access systems, heating, ventilating and air conditioning control, via Building Management Systems, UPS, security systems such as Pelco Endura and Integral Digital Sentry systems. Maintaining accurate records and ensuring highest standards of customer satisfaction.
Remotely diagnosing problems and communicating solutions effectively. Reactively responding to calls from sites providing 1st line support and sometimes providing 2nd line support to our customers.
Providing adhoc support via email or telephone for either non-contract customers or customers who are not on Product Support's partners list.
Escalate alarms on a daily basis and deal with a varied range of queries.
Proactive scheduled works and reporting

Other responsibilities include:
Training and tutoring of colleagues
Maintaining and troubleshooting local IT systems, networks and infrastructure.
Speaking to customers, or representatives of customers, to discuss and carry out configuration of remote connections.

This role is a shift based position on permanent nights.

About you:
You will have knowledge of the following areas:
An understanding of Schneider Electric's products & applications.
An understanding of HVAC and Building Services Applications
Equipment operation and maintenance: Ability to apply engineering principles to test, to maintain, to modify or to install utilising best practices.
A continuous training and development culture ensures your skills are up to date on the systems that we provide support for. Having this mind set and utilizing time effectively to learn all aspects of the software/hardware is essential.

Diversity is our heritage and our future. Be a part of it.

At Schneider Electric, Diversity & Inclusion is at the heart of our organisation, it's an integral part of our history, culture and identity. We recognise that embracing diversity unlocks innovation and creativity and fosters collaboration. We want our employees to reflect the diversity of our communities and the customers we serve. As a result, our teams are stronger to drive the company's future.

We are always open to a conversation around flexible working.

Please submit an online application to be considered for any position with us. This position will be posted until filled.

You know about us, so let us learn about you! Apply today.

keywords: helpdesk support, 1st line technical support, software, remote support, programming, HVAC, heating ventilation, air conditioning, BMS, BEMS, building management systems,