Support Engineer
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Support Engineer
A fun and challenging job helping international customers and internal colleagues with IT and product support
For our client Secomea, we are looking for an experienced, dedicated, and self-driven person to further enhance their support team, and support the distributor/customers worldwide and Secomea employees internally.
You will be a role player for maintaining support in cooperation with rest of the Secomea support team including service tickets, phone & email, installing software & hardware, creating, and maintaining documentation for customers in an international standard.
Who are Secomea
Secomea is a privately held Danish company headquartered in Herlev, Copenhagen with sales offices in North America, Japan and China, and a global network of distributors. They deliver high quality IIoT cloud, Remote Access and Maintenance solutions for industrial equipment, and are renown for Best in Class solutions, which underlines our name SEcure COmmunication Made EAsy.
Founded 14 years ago, Secomea has built a strong line of Industrial Communications and IIoT Solutions for Remote Access and Maintenance of Industrial machines based on unique VPN technology. They count over 8,000 customers, including some of the World’s largest manufacturers and machine builders.
Your area of responsibility:
Your primary role in the support team is to answer and analyse Secomea customer and internal employees incoming incident and service request from the ticket system.
And your will be occupied with these areas:
- Keeping the SLA within time on phone and email incident / service request that has been set in Secomea support.
- Available for support within the opening hours, adhering to our Service Level and response times. (Mon – Thurs: 08:30 – 16:30, Friday 08:30 – 16:00).
- The support team also covers a 24/7 support phone where the team takes turn in covering the shift for a week at a time. This is a flexible arrangement and is planned once every month.
- You deliver a professional described action plan for the customers either over the phone or an email in relation to the incident / Service request, handing over escalated tickets that need to be analysed or solved by 3rd level support or the R&D department in cooperation with rest of the support team.
- In cooperation with your colleagues in the support team, you will be a key player in building up our knowledgebase system (document360), create new articles and review older articles, designing.
- Participating in support and other internal meetings.
Your background:
- You are educated as an IT supporter or Data technician - and generally are a fast learner and eager to pick up on new ideas and tasks
- You have flair for talking to customer in a professional manner, verbal and written.
- You have the fundamental understanding for network protocols and TCP/IP.
- You have a structured approach and a positive impact interacting with colleagues as well as customers.
- You can install and maintain users within a Microsoft environment, O365, Windows 10, server 2016.
- You are open minded for new challenges every day and can keep calm during stressful periods.
Skills and experience
- You have solid experience with Microsoft Office365, Word/Excel/PowerPoint/Outlook.
- You have knowledge of Windows 7/10, Linux understanding would be considered as a plus.
- You have basic understanding with general network, OSI model, TCP/UDP Protocols, IP and MAC addressing.
- You are fluent in English and Danish both written and verbal, German is considered as a plus.
- You have the skills to train/educate customers and colleagues within our solutions portfolio, and you are equally comfortable whether in Danish or English.
You may have experience from a similar role and are now looking for your next step in an informal organization, within a company which grows rapidly and have huge double-digit growth ambitions and potential over the coming years. You are extrovert with the natural capacity to work proactively and independently.
Secomea offer
You will be part of the Support team, surrounded by diverse, vibrant, fast-moving, growth-focused, fun, energized, challenging, collaborative, crazy, innovative, and inviting people.
Work in a friendly, well-lit, contemporary office space – with excellent catering, regular cake, and unlimited coffee. You won’t get bored with Secomea - there’s lots of opportunities for on-the-job skill development. All ideas are valued – their teams are collaborations, not hierarchies.
Seasonal socials and Rooftop Bars are only a few of the perks of working with Secomea. Do you have a hidden talent or specialization? As they’re an expanding business, you’ll have plenty of chances to grow your responsibilities whilst working in the heart of contemporary industrial tech. And yes, Secomea really are going global.
Information og data
Denne ledige stilling har jobtypen "Øvrige", og befinder sig i kategorien "Øvrige stillinger".
Arbejdsstedet er beliggende i Storkøbenhavn
Jobbet er oprettet på vores service den 2.3.2022, men kan have været deaktiveret og genaktiveret igen.
Dagligt opdateret: Dette job opdateres dagligt ud fra jobudbyderens hjemmeside via vores søgemaskineteknologi og er aktivt lige nu.
- Øvrige
- Storkøbenhavn
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