Global Helpdesk Engineer

March 31, 2021

The Global Helpdesk Engineer provides technical support for custom automated material handling software systems and equipment located in warehouses and distribution centers using a wide array of technical tools and systems to perform complex troubleshooting and problem solving.

Short Facts

Newport News, VA, USA
Controls Engineering
Regular/ Permanent/ Full-time

Make an impact

Core tasks
Identify and resolve issues within Warehouse Management Systems (WMS) and Databases. Identify issues that are mechanical and/or logical in nature and escalate to the appropriate team for resolution. Create and update tickets in help-desk ticketing system to track, monitor, and resolve issues. Write and update knowledgebase articles. Effectively communicate with professionals who are using the Hardware/Software externally. Effectively handle times of high call volume. Respond to helpdesk tickets through phone and email. Provide Level 1 and Level 2 Support for problems identified with systems and network. Use SQL commands to extract and manipulate data from customer databases. Availability for after hour emergencies and off hour schedule

Core tasks

Identify and resolve issues within Warehouse Management Systems (WMS) and Databases.
Identify issues that are mechanical and/or logical in nature and escalate to the appropriate team for resolution.
Create and update tickets in help-desk ticketing system to track, monitor, and resolve issues.
Write and update knowledgebase articles.
Effectively communicate with professionals who are using the Hardware/Software externally.
Effectively handle times of high call volume.
Respond to helpdesk tickets through phone and email.
Provide Level 1 and Level 2 Support for problems identified with systems and network.
Use SQL commands to extract and manipulate data from customer databases.
Availability for after hour emergencies and off hour schedule

Bring to the team

Educational / Professional Qualifications

2+ years of experience providing technical customer support
Experience in troubleshooting complex applications and software products
Bachelor’s degree in Computer Engineering and/or equivalent job experience.

Our promise

Swisslog provides you with the possibility to grow while working with us to deliver a game changing mission: to shape the future of intralogistics by introducing an era of robotic and data-driven automated solutions that create exceptional customer value. We are proud of our Swiss roots, while the opportunities we offer stretch across the globe. We don't expect perfection, but we do expect Collaboration, Commitment, Clarity, and Competence (our Core Values) from all our colleagues. In return, we offer you the chance to be part of the driving force behind solutions that are shaping the future, while we develop the leaders that will shape ours.

Onboarding

About Swisslog

Swisslog is shaping the #future of #intralogistics. As part of the KUKA Group, we are at the forefront of technology that is changing the world. Serving some of the biggest and most exciting brands across the globe, we're a team of 2,000 professionals and 50 nationalities, working together to transform intralogistics with smart minds and fresh perspectives. With our flexible, #robotic and #data-driven automated solutions, we are powering the supply chain and taking the industry forward. #JoinOurTeam and bring ideas to life!

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