As part of Cubic’s Customer Service organization, the System Support team are responsible for the resolution of technical incidents and faults escalated internally or from customers through Cubic’s Global Operations Centre (GOC).

The Associate System Support Engineer assists and supports the wider System Support team to effectively resolve technical issues.  Under the direction and close supervision of the System Support Manager, the Associate System Support Engineer delivers a high quality, professional and responsive support service to internal and external customers.

Essential Job Duties and Responsibilities:

• Advise and contribute to the effective resolution of a wide range of general and complex technical issues escalated from field maintenance, projects teams and external customers.

• Work collaboratively with resolver teams to ensure incidents are resolved effectively and efficiently.

• Monitor and provide early life support on new products and services and handing these over to the System Support Manager once these are defined.

• Work with the System Support Manager to accurately identify any existing or planned technical changes that may adversely impact service delivery and recommend/implement contingency measures.

• Provide remote technical support for proactive diagnosis of maintenance problems to bring them to permanent and timely resolutions and/or interim workarounds.

• Undertake data analysis to identify trends and proactively provide solutions to the System Support Manager to improve the quality of service for customers with the objective of reducing incidents and abatements.

• Proactively manage the ‘Incident Management’ queue system ensuring that assigned tickets are picked up in a timely manner.

• Ensure standards of quality as defined by Cubic and our customers are met or exceeded

• Ensure that team ‘processes / procedures’ are documented and updated regularly, including knowledge articles.

• Provide reports as and when required.

• Normally receives general instructions on routine work, detailed instructions on new projects or assignments.

• Participate in the on-call rota and provide out of hours support as required.

• Deliver outstanding technical support service to the Cubic business and their customers.

• Comply with Cubic’s values and adherence to all company policy and procedure.  In particular comply with the code of conduct, quality, security and occupational health, safety and environmental policies and procedures.

• In addition to the duties and responsibilities listed, the job holder is required to perform other duties assigned by their manager from time-to-time, as may be reasonably required of them.

Education and qualifications:

Essential:

• HND in electrical & electronic engineering or equivalent

• Microsoft Accreditation

Desirable:

• Degree educated in Engineering or a related discipline or equivalent qualification/experience

Skills/Experience/Knowledge:

Essential:

• Experience in field maintenance in electronics / electro-mechanical systems

• Technical experience of devices hardware down to component level

• Competent user of MS software packages and MS Office suite, including Word, Excel, PowerPoint to intermediate level.

• Basic knowledge of Linux scripting and SQL T-SQL query writing

• Sound knowledge of Microsoft Operating Systems

• Basic Networking knowledge (TCP / IP)

• Experience of understanding and implementing health and safety requirements in operational environments

Desirable:

• Previous experience working as a system support engineer or equivalent duties

• Intermediate knowledge of T-SQL query writing

• Basic programming language (Visual Basic, C++)

• Intermediate level Networking knowledge (TCP / IP)

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