Living Logistics
Jobs at
TGW
United Kingdom

WCS Hotline Engineer

This primary purpose of the role is to supply TGW Northern Europe customers with a quality technical hotline service.  Ensure all requests are logged within the ticket system, ownership is taken until closure and a professional service is provided at all times.

Other secondary tasks will include but not limited to:

  • WCS module testing
  • support & monitoring (networks & severs)
  • Training delivery to Engineers
  • WCS code testing and writing to support Upgrades & Enhancements business

Tasks

  • To provide 24hr * 7 day cover on a rotated shift pattern
  • To provide professional telephone support to customers both internal and external
  • To provide professional on line software support for WCS systems
  • Manage and troubleshoot site-to-site and client-to-site VPNs using appropriate tools.
  • To manage the hotline ticket system for IT, Facilities and Controls
  • To manage the support process on an integrated basis. 
  • Maintenance, support and monitoring of virtual environments.
  • To work on ongoing issues to reduce the volume of calls.
  • To provide effective communication to senior management and support colleagues.
  • To maintain support desk documentation.
  • To monitor trends and action plans to prevent issue escalation.
  • To follow through and own issues raised by yourself, if not resolved.
  • To escalate problems to the next support level where required and continue to manage the problem until resolved.
  • To create monthly reports
  • To review and identify common issues raised from reports that need remedial action, either through PLC / WCS teams or additional site training
  • To undertake testing of WCS modules in support of the WCS team when required
  • To facilitate the remote monitoring of key accounts control systems
  • To attend sites during support office hours as required to support project works and training.
  • To facilitate the monitoring of hardware for upgrades such as firmware and also highlight any obsolescence to the U&E team.
  • When required provide additional support to the Internal IT Support Analyst

Requirements

  • Experience in software testing or related area
  • Materials handling / automation experience
  • Experience of IT systems support
  • Experience dealing directly with customers / end users
  • Excellent communications skills
  • Ability to work as part of a team
  • Experience in WCS.WMS Systems
  • SQL or Oracle experience
  • Understanding of software development lifecycle across agile development

We offer

We offer a competitive salary, bonus, overtime opportunities, 22 days holiday, access to the in-office gym and more

Your
contact
Louis Borman
TGW LOGISTICS GROUP GMBH Ludwig Szinicz Straße 3 A-4614 Marchtrenk, Austria +43 (0)50 486 tgw@tgw-group.com