Job Description

Our solutions are a key part of most industries - electronics, medical research, renewable energy, food production, infrastructure and many more. Working with us means working with the latest technologies and groundbreaking, sustainable innovations.

Join us on our journey for a better tomorrow.

As Software Support Technician, you will predominantly provide remote software application support for market leading bespoke products. You will work in a first/second line support team for all Atlas Copco software products and you are the link between customers and our 3rd line support and development teams, following service level agreements with Atlas Copco customers.

Occasional visits to UK manufacturing facilities is also a requirement to gain an in-depth knowledge of installed solutions and ongoing projects. You will report directly to the Software Service Manager.

We are looking for an experienced and motivated software technician who can support the installation and configuration of complex production systems and who is also able to provide a profound technical analysis of the installed solutions in case of malfunction.

We expect the capability of dealing with production and data critical systems in industrial environments, understanding the links between the customer\'s production processes and the associated IT products and solutions.

Roles and responsibilities:

During the project phase:

Support field service team on new software solutions into existing technical customer environments

System installation and configuration

Test and validation

Problem analysis and elimination of errors

Customer training

During the maintenance phase:

Ongoing remote production support being a primary stakeholder for contracted customers

Follow up on IT incidents

Shift support - covering a 24/5 period and on call rotation during weekends

Reconfiguration and modification

Software updates

Telephone, email and ticketed support

Be able to differentiate support requirements to both contracted and non-contracted customers to help grow the software service business

Other responsibilities:

Help to develop knowledge base articles

Attend regular training

Product knowledge support to sales teams

Develop test systems

Administrative tasks as required

Experience requirements:

Full application training is provided.

Required:

Server and workstation administration on Windows

Installation and troubleshooting of hardware platforms

Network technology and data communications

Use ticketing systems

Collate data and reporting

Understanding of knowledge base systems

Good command of spoken and written English is mandatory, other local languages are a "plus"

Microsoft 365

Desirable:

ORACLE and/or Microsoft SQL Server installation and administration

Webserver installation, management and troubleshooting: Apache, IIS etc

Experience with software programming and scripting languages

Microsoft 365 Power Platform

Cloud technologies and security knowledge

Previous experience working in or supporting a manufacturing environment

Basic knowledge in industrial automation, fieldbus technique and PLC programming

Educational requirements

Computer Science Degree, or BTEC or equivalent in Networking, Cloud or similar, or Experience with certification in a relevant field

Personality requirement

Capability of dealing with complex multitask situations under pressure

Responsible, self-motivated, proactive, dynamic, enthusiastic, and customer-focused

Good interpersonal and solid organizational skills, capability of adapting to flexible schedules

Willing to travel nationally on occasion, international training is also an opportunity

Country and city description

This position is based in UK, initial training will be provided in the West Midlands. This role is hybrid, home based with regular visits to a local office and UK customer sites. #LI-Hybrid

In return, we offer:

We offer a diverse, family-friendly working environment that is collaborative and aims to create a workplace where you will be valued, proud, empowered, respected, developed, and rewarded. Our learning culture supports you on your journey: benefit from our learning opportunities (LinkedIn Learning e.g.), or on-site training. You will also get an excellent benefits package - including a desirable pension scheme, and private medical.

Diverse by nature and inclusive by choice
Bright ideas come from all of us. The more unique perspectives we embrace, the more innovative we are. Together we build a culture where difference is valued and we share a deep sense of purpose and belonging.

Atlas Copco