Living Logistics
Jobs at
TGW
Italy

Customer Support Engineer IT (Level II)

The IT Customer Support Engineer (Level II) is 100 % integrated into the shift model and is able to handle independently tickets related to customer issues and requests. In case of need, the candidate will support the colleagues in the Level 01 customer support team as well as those in the various On-Site teams operating at the more structured customers. In this role, the candidate will collect fault reports from colleagues and customers, processing and recording them by the ticketing system platform. The figure is in charge of supporting customers and colleagues by suggesting appropriate IT solutions, acting in line with standard troubleshooting process that is constantly improving and evolving.

The focus is to achieve maximum results through effective, professional and cost-effective implementation based on customer requirements, while keeping a high level of productivity (corresponding to at least 80%).

Tasks

  • Accepting, processing and documentation of fault reports via specific SW ticketing system platform customised by the holding company;
  • Analysing malfunctions and developing variants, solutions or workarounds;
  • Supporting and advising customers on the correct use of logistics solutions;
  • Identifying and eliminating potential faults to ensure the best possible system availability;
  • In addition to troubleshooting management, performing by planning IT releases such as proactive patches to avoid future problems;
  • Supporting Key Account Managers and colleagues of other Departments on technical IT issues;
  • Close cooperation with Control/PLC support colleagues (I, II, III Levels). Constant alignment with customers, development department, CS colleagues from other units in the group as well as colleagues from On-Site teams;
  • Promptly identify the most impactful issues and ensure proper and timely escalation to the function and/or Department Manager;
  • Monitoring priorities in according to defined SLAs;
  • Specific training and education to Customers;
  • Active participation in internal CS training and know-how transfer (possibly taking on a mentoring role in the future);
  • In-depth failure analysis;
  • Managing automatic monitoring systems and all the event logs generated by them;
  • Dynamic support to the Coordinator;
  • Evaluation and carrying out closing tickets by documenting the efforts expended;
  • Contributing to solve problem of Customers, giving proactivity and contextualized support;
  • Integration into the CS IT/PLC team in addition to CS teams from other units in the group;
  • Acting in compliance with SLAs and objective results defined through internal KPYs. 

Requirements

  • The ideal candidate has a technical IT background;
  • A background in Automation field is preferable;
  • Previous experience in IT support and/or development;
  • Experience with Oracle databases and knowledge of SQL or PL/SQL;
  • Knowledge of Linux, Windows and Windows Server operating systems;
  • Knowledge in software development, preferably through object-oriented programming editors. In-depth, knowledge of environments (C#, .net) is an advantage;
  • Knowledge of foreign languages (minimum requirement English level both spoken and written). Knowledge of German is an advantage;
  • High level of customer orientation and constant commitment;
  • Responsible acting and thinking, reliability and cost awareness;
  • Ability to work in a team and good communication skills;
  • Proactive communication with customers and colleagues;
  • Desire to learn and stay constantly updated;
  • Willingness to work mainly in shifts;
  • Availability for short assignments at customer sites (approximately 15%);
  • Resilience and resistance to stress; as well as flexibility and availability to work overtime;
  • Ability to interact with colleagues from On-Site teams, customers and the implementation department. Proactivity in improving troubleshooting process;
  • Driving license is required.

We offer

  • The opportunity to operate in a dynamic and constantly growing environment;
  • Autonomy in the role after an appropriate training in Italy and Austria;
  • Internal TGW Customer Support training completed according to schedule (assessment by Training Mentor & Head of CS). TGW Academy training program ("Commissioning Engineer IT Basics");
  • Independent work in all shifts and duty hours after a completed and supervised briefing;
  • Being part of an international team that will be able to support and guide throughout the career path;
  • After an initial training period, the candidate will be able to join in a smart working program;
  • Meal vouchers (even when the candidate will operate in smart working).
Your
contact
TGW Office
Rachele Monaco
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TGW LOGISTICS GROUP GMBH Ludwig Szinicz Straße 3 A-4614 Marchtrenk, Austria +43 (0)50 486 tgw@tgw-group.com