Support Engineer

Job Description:

Support Engineer

ABOUT US:

Seiki Systems is part of Jonas Software who is the leading provider of enterprise management software solutions to the Manufacturing, Leisure, Construction, and Education sectors. Within these vertical markets, Jonas is made up of over 120 distinct brands, which are respected and leaders within their own domain.

Jonas’ vision is to be the branded global leader across the aforementioned vertical markets and to be recognized by customers and respective industry stakeholders as the trusted provider of ‘Software for Life’ and as an ambassador for technology, product innovation, quality, and customer service.

Jonas Software is the valued technology partner of over 60,000 customers worldwide in more than 30 countries. Jonas employs over 2,000 skilled individuals consisting of a cross-section of industry experts and technology professionals.  Jonas is headquartered in Canada and also operates offices throughout North America, the United Kingdom, Europe, Australia New Zealand and Africa.  Jonas is a 100% owned subsidiary of Constellation Software Inc., headquartered in Toronto and traded on the S&P/TSX 60.

POSITION:

We are looking for an energetic and enthusiastic Support Engineer to join the team, who is responsible for supporting our software and services. The successful candidate will be enthusiastic about technology and thrive under pressure in a busy environment. They will be open to learning a wide range of new skills, have a logical approach to problem-solving with excellent attention to detail.

The Support Engineer will handle support calls and emails from customers and internal staff, as well as supporting some of our professional services such as software installation. They will report to the Support Team Leader.

JOB RESPONSIBILITIES:

• Maintain an in-depth knowledge of the Company’s product portfolio

• Technical support to customers, for both our in-house developed software and third party products

• Provide technical support for our on-site engineering team

• Log all tickets within our CRM and progress all outstanding tickets to ensure they are resolved within the relevant time scales

• Set, maintain and exceed customer service standards

• To encourage feedback on services provided and recognise the changing needs of the service, and make recommendations to your line manager for improvements

• Improve and update procedures, keeping existing documentation up to date

• Perform any other duties related to the support and delivery of the products, or related third party products, as directed by the Support Team Leader from time to time.

QUALIFICATIONS:

• Excellent communication skills, with the ability to explain issues clearly and simply, both over the telephone/MS Teams and via email

• Experience in either an IT or software support role would be a distinct advantage

• Previous experience of face-to-face or telephone-based customer service is desired

• Good understanding of technology and how it is applied in business

• A high degree of computer literacy and technical competency

• Knowledge of SQL queries and databases would be highly desirable

• Experience of working in the manufacturing industry is desirable

• Use of or support of any software used in a manufacturing environment such as CAD/CAM, ERP or MES would be a significant advantage.

Your personal characteristics will include:

• Logical and analytical, with a methodical approach to problem-solving

• Able to multi-task, with ability to prioritise

• Accurate, with high attention to detail

• Good team player, yet willing to take personal responsibility for issues

• Able to follow process and procedures

• Able to be patient, tolerant and problem-solve accordingly

• Flexible and hardworking approach, with a can-do attitude

• Persistent and resilient under pressure, with a good sense of humour

• Self-motivated, resourceful and keen to learn and share knowledge

• Ability to work on own initiative

• Have a strong customer service mindset.

BENEFITS

Life Assurance 4x base salary

Vitality Private Health Insurance

Medical Health Insurance

Cashplan

Personal Travel Insurance

Cycle to Work scheme

Electric/Hybrid Vehicle scheme

Discounted gym membership

My Premier Benefits (discounted high street retailers)

ENHANCED BENEFITS

25 days annual leave

10 days rolling sick plan, including extended illness pay

Pension 5% EE and 4% ER (increases after 3 years to a max of 6%)

MUCH MORE THAN A BENEFIT

Career progression and individual career path support

Internal Learning & Development programmes 

Annual awards ceremony and Company event (JABAs)

Employee Assistance Program (EAP) and Mental Health First Aiders to support you

Refer a friend scheme – up to £4,000 for each successful referral

Join communities and collaborate with your colleagues through our internal networking events

OUR DEIB COMMITMENT

Our people define us and, at Jonas, we believe that diversity in all its forms enriches our organisation and drives innovation. We actively seek to create an environment where all employees feel valued, heard, and empowered to contribute their best work. We do not discriminate on the basis of any protected characteristic and are dedicated to providing equal opportunities for all. Come and be part of a team where your unique background and experiences are celebrated!

FLEX WORK CULTURE

Here at Jonas Software UK & Europe, we see flexibility as a game-changer. We truly believe that working flexibly together helps to increase our innovation, growth and productivity, as well as supports our employees’ wellbeing and helps to provide great places to work.

For most roles, the following types of flexibility are usually possible: working location, number of hours/days worked, different start and finishing times, flexible lunch break arrangements, agreed core hours, flexible hours, an element of working from home, compressed hours.

Many of our employees work flexibly in many different ways, including part-time. Please talk to us at interview about the flexibility you need. We can’t promise to give you exactly what you want, but we do promise not to judge you for asking.

For this role we are open to discussing the possibility of reduced hours, remote working, flexible start and finish times, or compressed hours.

Business Unit: 

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More About Jonas Software:

Jonas Software is the leading provider of enterprise management software solutions to the Country and Golf Clubs, Foodservice, Construction, Fitness & Sports, Attractions, Salon & Spa, Education, Radiology/Laboratory Information Systems, and Product Licensing industries. Within these vertical markets, Jonas is made up of over 65 distinct brands, which are respected and leaders within their own domain.

Jonas’ vision is to be the branded global leader across the aforementioned vertical markets and to be recognized by customers and respective industry stakeholders as the trusted provider of ‘Software for Life’ and as an ambassador for technology, product innovation, quality, and customer service.

Jonas Software is the valued technology partner of over 60,000 customers worldwide in more than 30 countries. Jonas employs over 2,000 skilled individuals consisting of a cross-section of industry experts and technology professionals.  Jonas is headquartered in Canada and also operates offices throughout North America, the United Kingdom, Europe, Australia New Zealand and Africa.  Jonas is a 100% owned subsidiary of Constellation Software Inc., headquartered in Toronto and traded on the S&P/TSX 60.

IS THIS YOU?