Job Description
A Global Helpdesk Engineer provides telephone/web/email support to clients of Swisslog WDS and specifically provides application and technical troubleshooting assistance to users of the Swisslog Automation Manager and Warehouse Management applications. The primary role is to ensure a timely and complete resolution of incidents logged by the Global Help Desk Coordinators.
Participates in 24/7 schedule involving rotating shifts (includes evenings and weekends).
CORE TASKS
· Take ownership of complete incident resolution with a professional, customer-centric attitude.
· Manage escalated incidents and participate in bridge calls and engaging internal escalation resources.
· Close tickets in a timely manner following incident resolution
· Maintain an accurate record of activities using office tools and Incident Management software.
· Write detailed knowledge articles for escalated incidents to aid colleagues in future troubleshooting.
ESSENTIAL
EXCELLENT WRITTEN AND VERBAL ENGLISH COMMUNICATION
KNOWLEDGE OF WMS, JAVA, ORACLE PL/SQL, UNIX, C+, .NET, FORMS AND REPORTS
BACHELORS OR ASSOCIATES IN COMPUTER SCIENCE OR RELATED DEGREE
Basic to intermediate knowledge of application, databases and operating systems
Willingness to travel and standby for support service if needed
Able to come to work on time and work as part of a customer-oriented team
Detail oriented with a responsible work ethic.
Company Description
Swisslog shapes the future of intralogistics with robotic, data-driven and flexible automated solutions that achieve exceptional value for our customers. We help forward-thinking companies optimize the performance of their warehouses and distribution centers with future-ready automation systems and software. Our integrated offering includes consulting, system design and implementation, and lifetime customer support in more than 50 countries. Swisslog is a member of the KUKA Group, a leading global supplier of intelligent automation solutions with more than 14,000 employees worldwide.