Remote Support Engineer

Responsible for remote diagnostics and executing necessary preventive measures. Handling first-line support requests through the service management system. Addressing malfunctions and responding to customer inquiries at the first level, achieving successful resolutions in 70% of cases. Ensuring proper documentation and escalation of complex and recurring issues to the second line. Accountable for managing assigned support tickets to ensure customer satisfaction.

You will be responsible for:

1. Periodic system checks - Remotely monitoring systems and identifying deviations in a timely manner.
2. Preventive maintenance - Preventing issues by keeping systems up to date and operating properly.
3. Collaboration with Field Support - Coordinating remote activities with engineers working on-site.
4. JIRA - Registering and following up on incidents, tickets and activities.
5. KPI and customer reporting - Reporting on performance, system checks and customer requests.
6. Process improvement - Contributing ideas to more efficient ways of working and improved support processes.
7. SLAs - Following up on incidents and activities within agreed service levels.

1. Education: MBO level
2. Certifications: VCA-vol, knowledge of embedded and industrial software, MS operating systems, and office applications
3. Technical Knowledge: Strong understanding of network software & hardware and cloud software & infrastructure
4. Minimum of 2 years of relevant work experience in remote analysis and troubleshooting
5. Proficient in English, both spoken and written
6. Strong communicator, using empathy and diplomacy to achieve results
7. Technical background with an interest in logistics and technology, including industrial cameras, vision technology, access control, and biometrics
8. Dedicated and energetic, with a genuine passion for your work

The Remote Support Engineer position is a 40-hour role that primarily involves providing remote assistance to customers worldwide, rather than onsite support. While employees are expected to work in the office during the day shift, those on early and evening shifts have the flexibility to work from home. The role operates on a shift and standby system to ensure 24/7 coverage for our customers, with shifts scheduled from 7 AM to 3 PM for the early shift and 3 PM to 11 PM for the evening shift, along with standby responsibilities on weekends. Strong English language skills are essential due to our global clientele.

Please note the following:

1. You may sometimes have to work with limited technical information.
2. You are responsible for keeping installations up to date.
3. You are expected to recognize recurring issues and escalate them when necessary.
4. You will also perform administrative tasks.
5. You must comply with safety, quality and environmental regulations.
6. In some cases, you may be required to work on-site.
7. You may be required to work outside regular working hours.
8. A Certificate of Good Conduct (VOG) is required.

Interested? Don't hesitate and apply now!