3,471 Installation Integration Engineer jobs in the United Kingdom

**Description**
The Security Enterprise Solutions (SES) Operation is the cornerstone of Leidos' comprehensive suite of fully integrated security solutions for aviation, ports, borders, and critical infrastructure customers around the world. With our new, combined portfolio, our operation has more than 24,000 products deployed across 120 countries. Leveraging this portfolio, our core technical strengths, and robust R&D initiatives, we are positioned to address emerging and evolving threats through rapid development of innovative solutions for our global customers.
SES is comprised of three divisions to align with our customers' missions and needs:
- Aviation Solutions
- Ports & Borders
- Global Services
Summary
The Installation Integration Engineer must be a self-starter who is team oriented and focused on delivering the highest level of service excellence to Leidos customers. Responsible for providing effective, efficient, and compliant on-site technical and customer support for installation of systems at assigned airports, as determined by Leidos needs. Will install, commission, diagnose, troubleshoot, repair, and test a variety of complex X-ray or CT based electronic and electromechanical equipment, which may include computer and networking systems. Many of the systems are integrated into a larger airport systems environment including complex baggage handling systems.
System types include the following but not limited to:
- Check point CT systems.
- Checkpoint x-ray systems.
- Explosive Detection Systems (EDS)
- Automatic tray return systems (ATRS)
- Explosive trace detection systems (ETD)
- Millimeter wave technology passenger screening (MMW).
Will follow standard protocol, procedures and identified best practices to isolate and resolve problems in malfunctioning equipment or software. The position requires the ability to work independently with limited supervision.
Successful applicants will have a certified trade training, with stong experience in troubleshooting and repair of; x-ray computed tomography systems, electro - mechanical equipment, PLC control systems. Please note that a 5-year UK reference period is required to obtain airside passes.
Primary Responsibilities:
- Responsible for providing technical and customer support for installation projects.
- Install, maintain, troubleshoot/diagnose, repair, and test a wide variety of airport passenger and baggage security systems.
- Perform scheduled and unscheduled Corrective Maintenance, Preventive Maintenance, and radiation surveys.
- Maintain calibration on all test and radiation survey equipment.
- Provide customer training assistance of installed systems and equipment.
- Adhere to Leidos published maintenance and radiation survey checklists and procedures.
- Report design, reliability, and system bugs to technical support.
- Follow down machine escalation protocol to ensure time resolution of system failures.
- Prepare RMA repairable/returnable parts for shipment and return to identified defective location. Complete all RMA paperwork and reporting requirements.
- Exercise judgment within broadly defined policies and procedures in selecting methods, techniques, and evaluation criterion for obtaining results.
- Assume responsibility for continued customer satisfaction and coordinate all activities with the customer; assist with customer training while representing Leidos in a professional manner.
- Must be highly proficient in reporting activities, maintaining local spare parts inventory, recording travel expenses and timecard, implementing Tech Bulletins (TB's) and using good judgment when dealing with customers.
- Comply with all safety requirements and all required training, following the guidance provided in Leidos policies, procedures, manuals, and TB's.
- Comply with use of Personal Protective Equipment (PPE) where and when applicable.
- Apply Lock Out - Tag Out (LOTO), following safe lifting practices and same day reporting of any accidents, near misses and unsafe conditions.
- Demonstrates a pro-active approach towards safety, health, and quality in compliance with all customer facility and Leidos company guidelines and regulations.
- Maintain tools and test equipment properly.
- Participate in on-going product training and maintain all necessary certifications.
- Provides daily written reporting on completed maintenance activities, used parts and consumables, machine faults, down times, and availability.
- Responds to faults timely as per contracted response, repair times and endeavors best efforts to keep KPIs, and SLAs of the contract.
- Keeps track of used parts as per procedures provides by Service Supervisor, returns the parts with RMA process.
- Reports performance and availability of the machines as advised by Service Supervisor
- Identifies the Root Cause of repetitive parts failures and investigates for corrective actions to minimize parts consumption.
- Perform other tasks, duties and assignments as required.
Position Requirements:
Must have:
- Solid relevant Installation Integration Engineer experience, preferably in an integrated systems technologies environment.
- Experience maintaining and supporting large, complex, electromechanical systems.
- Experience working with High-Voltage Equipment.
- Good customer skills and the ability to work under pressure.
- Must be self-starter, work well without supervision, and accept responsibility.
- Must be adaptable and willing to accept changing shifts and job requirements determined by business and customer needs.
- Must be able to travel both domestic and international locations.
- Must be willing to work on-call and off-shift as assigned and requested by manager or supervisor.
- Maintain professional appearance as prescribed by the Company.
- Must work well without supervision and accept responsibility for timely completion of assigned work.
- The candidate must be able to lift/carry a minimum of 25 kgs.
- The candidate must be able to push/pull 90kgs.bs
- Must be able to work and freely navigate in the baggage area of the airport, where vertical ladders, crossovers, and low overhead ceilings frequently occur.
- Must be able to achieve and maintain UK Counter Terrorist Check (CTC/Level 1B) clearance levels
Highly Desirable:
- A degree in electronics technology, mechanical or electrical engineering or equivalent.
- Prior experience in X-ray or computed tomography technologies, especially in the airport security environment, is a significant plus.
- Working knowledge of Linux and Unix.
- Siemens Programmable Logic Controller (PLC) commissioning and development
What do we do for you?
At Leidos we are PASSIONATE about customer success, UNITED as a team and INSPIRED to make a difference. We offer meaningful and engaging careers, a collaborative culture, and support for your career goals, all while nurturing a healthy work-life balance.
We provide an employment package that attracts, develops, and retains only the best in talent. Our reward scheme includes:
- Contributory Pension Scheme
- Private Medical Insurance
- Generous Annual Leave (including public and privilege holidays)
**Original Posting:**
For U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.
**Pay Range:**
The Leidos pay range for this job level is a general guideline onlyand not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.
#Remote
REQNUMBER: R-00157732-OTHLOC-PL-2D0694
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. Leidos will consider qualified applicants with criminal histories for employment in accordance with relevant Laws. Leidos is an equal opportunity employer/disability/vet.

**Description**
The Security Enterprise Solutions (SES) Operation is the cornerstone of Leidos' comprehensive suite of fully integrated security solutions for aviation, ports, borders, and critical infrastructure customers around the world. With our new, combined portfolio, our operation has more than 24,000 products deployed across 120 countries. Leveraging this portfolio, our core technical strengths, and robust R&D initiatives, we are positioned to address emerging and evolving threats through rapid development of innovative solutions for our global customers.
SES is comprised of three divisions to align with our customers' missions and needs:
- Aviation Solutions
- Ports & Borders
- Global Services
Summary
The Installation Integration Engineer must be a self-starter who is team oriented and focused on delivering the highest level of service excellence to Leidos customers. Responsible for providing effective, efficient, and compliant on-site technical and customer support for installation of systems at assigned airports, as determined by Leidos needs. Will install, commission, diagnose, troubleshoot, repair, and test a variety of complex X-ray or CT based electronic and electromechanical equipment, which may include computer and networking systems. Many of the systems are integrated into a larger airport systems environment including complex baggage handling systems.
System types include the following but not limited to:
- Check point CT systems.
- Checkpoint x-ray systems.
- Explosive Detection Systems (EDS)
- Automatic tray return systems (ATRS)
- Explosive trace detection systems (ETD)
- Millimeter wave technology passenger screening (MMW).
Will follow standard protocol, procedures and identified best practices to isolate and resolve problems in malfunctioning equipment or software. The position requires the ability to work independently with limited supervision.
Successful applicants will have a certified trade training, with stong experience in troubleshooting and repair of; x-ray computed tomography systems, electro - mechanical equipment, PLC control systems. Please note that a 5-year UK reference period is required to obtain airside passes.
Primary Responsibilities:
- Responsible for providing technical and customer support for installation projects.
- Install, maintain, troubleshoot/diagnose, repair, and test a wide variety of airport passenger and baggage security systems.
- Perform scheduled and unscheduled Corrective Maintenance, Preventive Maintenance, and radiation surveys.
- Maintain calibration on all test and radiation survey equipment.
- Provide customer training assistance of installed systems and equipment.
- Adhere to Leidos published maintenance and radiation survey checklists and procedures.
- Report design, reliability, and system bugs to technical support.
- Follow down machine escalation protocol to ensure time resolution of system failures.
- Prepare RMA repairable/returnable parts for shipment and return to identified defective location. Complete all RMA paperwork and reporting requirements.
- Exercise judgment within broadly defined policies and procedures in selecting methods, techniques, and evaluation criterion for obtaining results.
- Assume responsibility for continued customer satisfaction and coordinate all activities with the customer; assist with customer training while representing Leidos in a professional manner.
- Must be highly proficient in reporting activities, maintaining local spare parts inventory, recording travel expenses and timecard, implementing Tech Bulletins (TB's) and using good judgment when dealing with customers.
- Comply with all safety requirements and all required training, following the guidance provided in Leidos policies, procedures, manuals, and TB's.
- Comply with use of Personal Protective Equipment (PPE) where and when applicable.
- Apply Lock Out - Tag Out (LOTO), following safe lifting practices and same day reporting of any accidents, near misses and unsafe conditions.
- Demonstrates a pro-active approach towards safety, health, and quality in compliance with all customer facility and Leidos company guidelines and regulations.
- Maintain tools and test equipment properly.
- Participate in on-going product training and maintain all necessary certifications.
- Provides daily written reporting on completed maintenance activities, used parts and consumables, machine faults, down times, and availability.
- Responds to faults timely as per contracted response, repair times and endeavors best efforts to keep KPIs, and SLAs of the contract.
- Keeps track of used parts as per procedures provides by Service Supervisor, returns the parts with RMA process.
- Reports performance and availability of the machines as advised by Service Supervisor
- Identifies the Root Cause of repetitive parts failures and investigates for corrective actions to minimize parts consumption.
- Perform other tasks, duties and assignments as required.
Position Requirements:
Must have:
- Solid relevant Installation Integration Engineer experience, preferably in an integrated systems technologies environment.
- Experience maintaining and supporting large, complex, electromechanical systems.
- Experience working with High-Voltage Equipment.
- Good customer skills and the ability to work under pressure.
- Must be self-starter, work well without supervision, and accept responsibility.
- Must be adaptable and willing to accept changing shifts and job requirements determined by business and customer needs.
- Must be able to travel both domestic and international locations.
- Must be willing to work on-call and off-shift as assigned and requested by manager or supervisor.
- Maintain professional appearance as prescribed by the Company.
- Must work well without supervision and accept responsibility for timely completion of assigned work.
- The candidate must be able to lift/carry a minimum of 25 kgs.
- The candidate must be able to push/pull 90kgs.bs
- Must be able to work and freely navigate in the baggage area of the airport, where vertical ladders, crossovers, and low overhead ceilings frequently occur.
- Must be able to achieve and maintain UK Counter Terrorist Check (CTC/Level 1B) clearance levels
Highly Desirable:
- A degree in electronics technology, mechanical or electrical engineering or equivalent.
- Prior experience in X-ray or computed tomography technologies, especially in the airport security environment, is a significant plus.
- Working knowledge of Linux and Unix.
- Siemens Programmable Logic Controller (PLC) commissioning and development
What do we do for you?
At Leidos we are PASSIONATE about customer success, UNITED as a team and INSPIRED to make a difference. We offer meaningful and engaging careers, a collaborative culture, and support for your career goals, all while nurturing a healthy work-life balance.
We provide an employment package that attracts, develops, and retains only the best in talent. Our reward scheme includes:
- Contributory Pension Scheme
- Private Medical Insurance
- Generous Annual Leave (including public and privilege holidays)
**Original Posting:**
For U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.
**Pay Range:**
The Leidos pay range for this job level is a general guideline onlyand not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.
#Remote
REQNUMBER: R-00157732-OTHLOC-PL-2D0840
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. Leidos will consider qualified applicants with criminal histories for employment in accordance with relevant Laws. Leidos is an equal opportunity employer/disability/vet.

**Description**
The Security Enterprise Solutions (SES) Operation is the cornerstone of Leidos' comprehensive suite of fully integrated security solutions for aviation, ports, borders, and critical infrastructure customers around the world. With our new, combined portfolio, our operation has more than 24,000 products deployed across 120 countries. Leveraging this portfolio, our core technical strengths, and robust R&D initiatives, we are positioned to address emerging and evolving threats through rapid development of innovative solutions for our global customers.
SES is comprised of three divisions to align with our customers' missions and needs:
- Aviation Solutions
- Ports & Borders
- Global Services
Summary
The Installation Integration Engineer must be a self-starter who is team oriented and focused on delivering the highest level of service excellence to Leidos customers. Responsible for providing effective, efficient, and compliant on-site technical and customer support for installation of systems at assigned airports, as determined by Leidos needs. Will install, commission, diagnose, troubleshoot, repair, and test a variety of complex X-ray or CT based electronic and electromechanical equipment, which may include computer and networking systems. Many of the systems are integrated into a larger airport systems environment including complex baggage handling systems.
System types include the following but not limited to:
- Check point CT systems.
- Checkpoint x-ray systems.
- Explosive Detection Systems (EDS)
- Automatic tray return systems (ATRS)
- Explosive trace detection systems (ETD)
- Millimeter wave technology passenger screening (MMW).
Will follow standard protocol, procedures and identified best practices to isolate and resolve problems in malfunctioning equipment or software. The position requires the ability to work independently with limited supervision.
Successful applicants will have a certified trade training, with stong experience in troubleshooting and repair of; x-ray computed tomography systems, electro - mechanical equipment, PLC control systems. Please note that a 5-year UK reference period is required to obtain airside passes.
Primary Responsibilities:
- Responsible for providing technical and customer support for installation projects.
- Install, maintain, troubleshoot/diagnose, repair, and test a wide variety of airport passenger and baggage security systems.
- Perform scheduled and unscheduled Corrective Maintenance, Preventive Maintenance, and radiation surveys.
- Maintain calibration on all test and radiation survey equipment.
- Provide customer training assistance of installed systems and equipment.
- Adhere to Leidos published maintenance and radiation survey checklists and procedures.
- Report design, reliability, and system bugs to technical support.
- Follow down machine escalation protocol to ensure time resolution of system failures.
- Prepare RMA repairable/returnable parts for shipment and return to identified defective location. Complete all RMA paperwork and reporting requirements.
- Exercise judgment within broadly defined policies and procedures in selecting methods, techniques, and evaluation criterion for obtaining results.
- Assume responsibility for continued customer satisfaction and coordinate all activities with the customer; assist with customer training while representing Leidos in a professional manner.
- Must be highly proficient in reporting activities, maintaining local spare parts inventory, recording travel expenses and timecard, implementing Tech Bulletins (TB's) and using good judgment when dealing with customers.
- Comply with all safety requirements and all required training, following the guidance provided in Leidos policies, procedures, manuals, and TB's.
- Comply with use of Personal Protective Equipment (PPE) where and when applicable.
- Apply Lock Out - Tag Out (LOTO), following safe lifting practices and same day reporting of any accidents, near misses and unsafe conditions.
- Demonstrates a pro-active approach towards safety, health, and quality in compliance with all customer facility and Leidos company guidelines and regulations.
- Maintain tools and test equipment properly.
- Participate in on-going product training and maintain all necessary certifications.
- Provides daily written reporting on completed maintenance activities, used parts and consumables, machine faults, down times, and availability.
- Responds to faults timely as per contracted response, repair times and endeavors best efforts to keep KPIs, and SLAs of the contract.
- Keeps track of used parts as per procedures provides by Service Supervisor, returns the parts with RMA process.
- Reports performance and availability of the machines as advised by Service Supervisor
- Identifies the Root Cause of repetitive parts failures and investigates for corrective actions to minimize parts consumption.
- Perform other tasks, duties and assignments as required.
Position Requirements:
Must have:
- Solid relevant Installation Integration Engineer experience, preferably in an integrated systems technologies environment.
- Experience maintaining and supporting large, complex, electromechanical systems.
- Experience working with High-Voltage Equipment.
- Good customer skills and the ability to work under pressure.
- Must be self-starter, work well without supervision, and accept responsibility.
- Must be adaptable and willing to accept changing shifts and job requirements determined by business and customer needs.
- Must be able to travel both domestic and international locations.
- Must be willing to work on-call and off-shift as assigned and requested by manager or supervisor.
- Maintain professional appearance as prescribed by the Company.
- Must work well without supervision and accept responsibility for timely completion of assigned work.
- The candidate must be able to lift/carry a minimum of 25 kgs.
- The candidate must be able to push/pull 90kgs.bs
- Must be able to work and freely navigate in the baggage area of the airport, where vertical ladders, crossovers, and low overhead ceilings frequently occur.
- Must be able to achieve and maintain UK Counter Terrorist Check (CTC/Level 1B) clearance levels
Highly Desirable:
- A degree in electronics technology, mechanical or electrical engineering or equivalent.
- Prior experience in X-ray or computed tomography technologies, especially in the airport security environment, is a significant plus.
- Working knowledge of Linux and Unix.
- Siemens Programmable Logic Controller (PLC) commissioning and development
What do we do for you?
At Leidos we are PASSIONATE about customer success, UNITED as a team and INSPIRED to make a difference. We offer meaningful and engaging careers, a collaborative culture, and support for your career goals, all while nurturing a healthy work-life balance.
We provide an employment package that attracts, develops, and retains only the best in talent. Our reward scheme includes:
- Contributory Pension Scheme
- Private Medical Insurance
- Generous Annual Leave (including public and privilege holidays)
**Original Posting:**
For U.S. Positions: While subject to change based on business needs, Leidos reasonably anticipates that this job requisition will remain open for at least 3 days with an anticipated close date of no earlier than 3 days after the original posting date as listed above.
**Pay Range:**
The Leidos pay range for this job level is a general guideline onlyand not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.
#Remote
REQNUMBER: R-00157732-OTHLOC-PL-2D5238
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. Leidos will consider qualified applicants with criminal histories for employment in accordance with relevant Laws. Leidos is an equal opportunity employer/disability/vet.

We are delighted to be recruiting for a Technical Support advisor for a fantastic Client Based in South Shore Blackpool. This company is well connected by public transport links and is easily accessible for people commuting from Lytham, St'Annes, Blackpool, Layton, Bispham, Clevleeys and Kirkham. This is a role for someone with experience in the IT industry or someone with a keen interest moving into it.

Technical Support advisor Salary: 27,500

Technical Support advisor Hours: 7:30am-5:30am (40 hours in between)

Technical Support advisor company benefits:

-20 Days holiday + Bank holidays (rising to 25 over 5 years)

-Company parking.

-Flexible working hours.

-Pension contribution.

Technical Support advisor roles and responsibilities:

-To provide technical support through calls and email to end users and engineers/electricians.

-Dealing with all customer requests in a professional & helpful manor.

-Maintain and increase product knowledge and have a keen eye and interest in our products.

-Logging technical issues.

-Ensure the customer is aware of how to obtain a replacement and our policies and procedures should this be required.

-Assist with product testing on possible faulty returns.

-Quotations to be sent via email to ensure a personal approach.

-Answer product related questions utilising information from data sheets and Fresh Desk

Technical Support Advisor key competencies:

-Experience in an IT support role.

-Great customer service scores.

-Attention to detail.

-Ability to prioritise a large workload.

If this role is permanent, gap personnel is operating as the employment agency. If this job is a temporary role, gap personnel is operating as the employment business. Gap personnel is committed to the selection, recruitment and development of the best people, basing judgements solely on suitability for the job. Whilst we endeavour to respond to all applications individually, due to high volumes, this is not always possible. Thank you for your interest in this role and we look forward to working with you in the future. By applying for the above position and providing your personal data to us you understand that your data will be processed in line with our Privacy Policy

Technical Support (2nd Line)

Salary: £27,000 plus fantastic benefits!

Location: Southampton- Hybrid working 

Hours of work:  Shifts are 4 days on/4 days off, covering Monday to Sunday. The shift patterns are 7AM until 7PM/9AM until 9PM. This is full-time hours. 

Dynamite recruitment is currently working in partnership with a very well-established business who are based in the Southampton area. As a Technical Support Advisor you will be responsible for reporting the in-depth investigations carried out.
 
Your key duties would include the following:

• To troubleshoot and resolve complex issues and escalations - 2nd level support 
• To liaising online  and via the web portal, assess (triage) and investigate issues to assist with issue resolution.
• Acting as a first point of contact for customer calls
• Use the internal system to log and update calls
• To support with software related issues
• Providing regular updates when required to relevant parties- both internally and to customers
• Acting as an escalation point to resolve and troubleshoot complex issues
• Perform detailed investigation, analysis and resolution of issues and problems for global customers as per defined Incident Management procedures.
• Participate in both functional and technical training
• Documenting all aspects of the work using the internal system
• Collaborate with 3rd party supplier
• To participate with client monthly meetings and reviews 
• To provide support to customers from start to completion
• Be able to take ownership of a task to see it through to completion and to exceed expectations whenever possible.
• Support with the roll out of new software/hardware releases

As a Technical Support Advisor you will have/be:

• 2 years + in technical helpdesk support role. 
• To be self-motivated and a contributing member of the team
• Be able to manage/prioritize their own workload so tasks can be completed to a customer’s satisfaction and meet Service Level Agreements where necessary.
• Good time management.
• Ability to work under pressure.
• NVQ1/GCSEs and above (or equivalent) in key competencies
• Excellent Customer Service Skills
• Technical skills in SQL and database management. (preferred)
• Good understanding of Payment systems & Processes (preferred)
• Working knowledge of Windows operating systems from Windows 7 onwards
• Basic networking knowledge
• A good understanding of IT based systems
• Problem analysis/problem solving
• Must be able to communicate effectively with all levels of users.
• Great problem-solving skills and a desire to achieve
• High level of knowledge and understanding of Windows Operating Systems

To be considered please submit your CV asap

We are delighted to be recruiting for a Technical Support advisor for a fantastic Client Based in South Shore Blackpool. This company is well connected by public transport links and is easily accessible for people commuting from Lytham, St'Annes, Blackpool, Layton, Bispham, Clevleeys and Kirkham. This is a role for someone with experience in the IT industry or someone with a keen interest moving into it.

Technical Support advisor Salary: 27,500

Technical Support advisor Hours: 7:30am-5:30am (40 hours in between)

Technical Support advisor company benefits:

-20 Days holiday + Bank holidays (rising to 25 over 5 years)

-Company parking.

-Flexible working hours.

-Pension contribution.

Technical Support advisor roles and responsibilities:

-To provide technical support through calls and email to end users and engineers/electricians.

-Dealing with all customer requests in a professional & helpful manor.

-Maintain and increase product knowledge and have a keen eye and interest in our products.

-Logging technical issues.

-Ensure the customer is aware of how to obtain a replacement and our policies and procedures should this be required.

-Assist with product testing on possible faulty returns.

-Quotations to be sent via email to ensure a personal approach.

-Answer product related questions utilising information from data sheets and Fresh Desk

Technical Support Advisor key competencies:

-Experience in an IT support role.

-Great customer service scores.

-Attention to detail.

-Ability to prioritise a large workload.

If this role is permanent, gap personnel is operating as the employment agency. If this job is a temporary role, gap personnel is operating as the employment business. Gap personnel is committed to the selection, recruitment and development of the best people, basing judgements solely on suitability for the job. Whilst we endeavour to respond to all applications individually, due to high volumes, this is not always possible. Thank you for your interest in this role and we look forward to working with you in the future. By applying for the above position and providing your personal data to us you understand that your data will be processed in line with our Privacy Policy

Job Description

• Queue ticket management of tickets assigned to their Hub (and surrounding spokes) ensuring appropriate updates and call management to maintain Service levels as per contract
• Hub Stock management including asset management of kit in/out (Scan items in/out of locations) as per contract
• Effective Management of disposals that go through their Hub as per contract
• Triage and perform hardware.

Our client is a leading provider of specialized industrial equipment and is seeking a highly skilled Lead Field Service Engineer to provide remote technical support and guidance. This is a crucial role requiring deep technical expertise in installation, maintenance, and repair, delivered entirely through remote channels. You will be the technical expert, guiding on-site technicians and customers through complex troubleshooting and resolution processes.

Key Responsibilities:

• Provide expert-level remote technical support and troubleshooting for complex industrial machinery.
• Guide and mentor field technicians and end-users through installation, setup, diagnostic procedures, and repair processes via video calls, phone, and digital platforms.
• Develop and maintain comprehensive technical documentation, including troubleshooting guides, FAQs, and video tutorials.
• Analyze performance data and diagnostic reports to identify root causes of equipment failures and recommend solutions.
• Collaborate with the engineering and product development teams to relay field feedback and contribute to product improvements.
• Manage service requests, ensuring timely and effective resolution of technical issues.
• Prioritize and escalate critical issues to appropriate internal teams as needed.
• Stay current with product updates, technical specifications, and industry best practices.
• Conduct remote training sessions for customers and service partners on equipment operation and maintenance.
• Ensure high levels of customer satisfaction through efficient and professional technical support.
• Contribute to the development and refinement of remote support tools and methodologies.

Qualifications:

• Bachelor's degree in Mechanical Engineering, Electrical Engineering, or a related technical field.
• Minimum of 7 years of hands-on experience in field service, installation, maintenance, and repair of complex industrial equipment.
• Proven ability to diagnose and resolve intricate technical issues remotely.
• Excellent understanding of mechanical, electrical, and control systems relevant to industrial machinery.
• Proficiency with diagnostic tools, test equipment, and remote access technologies.
• Strong communication, interpersonal, and presentation skills, with the ability to explain complex technical concepts clearly.
• Experience in mentoring or leading junior technical staff is advantageous.
• Ability to work independently, manage time effectively, and prioritize tasks in a remote environment.
• Willingness to occasionally travel for critical on-site support if required (though primarily remote).
• Familiarity with industrial automation and control systems is a strong plus.

This fully remote position offers a unique opportunity to leverage your extensive technical knowledge and problem-solving skills to support a global customer base. Join a team dedicated to excellence in service and innovation.

About the Company

A well-established organisation in the automotive repair industry, operating for over 30 years. Known for its commitment to quality, customer service, and sustainability, the company has developed a network of smart, efficient repair centres offering high-tech alternatives to traditional body shops.

The company philosophy centres around “Repair over Replace”, with a strong focus on innovation, cost control, and environmental responsibility.

Core Values

- Pride – Delivering high-quality repairs on time and on budget

- Innovation – Embracing new ideas and technologies

- Responsibility – Acting with accountability to people, customers, and the environment

The Role

The company is seeking a Technical Support Engineer to join its internal development team and provide application support for a custom-built business management system used daily by over 400 employees.

This role involves investigating, troubleshooting, and resolving issues while collaborating with developers, stakeholders, and users across the business. It's ideal for someone technically minded with strong customer support skills looking to grow within a small, impactful product team.

Key Responsibilities

• - Monitor and respond to support requests and system alerts
• - Troubleshoot and resolve application issues; escalate when required
• - Maintain high standards for response times and resolutions
• - Communicate effectively with non-technical users
• - Create and maintain SOPs and a support knowledge base
• - Identify opportunities to reduce support volumes and improve user experience
• - Test new application features and provide structured feedback
• - Produce user documentation and support internal training efforts
• - Log and prioritise bugs and feature requests
• - Learn and apply 2nd-line troubleshooting techniques
• - Run routine technical checks and generate reports
• - Support broader technical team tasks when capacity allows
• - Service Desk Metrics – Ticket volume and handling efficiency
• - Tickets Resolved – Number of issues resolved weekly/monthly
• - SLA Adherence – Time to resolution against agreed SLAs
• - Customer Feedback – Satisfaction scores from internal users
• - Task Delivery – Timely and accurate completion of assigned tasks

Candidate Requirements

• - 1+ year in a technical support or helpdesk role
• - Experience supporting users of web-based applications
• - Excellent communication skills across email, phone, and chat
• - Strong problem-solving mindset and attention to detail
• - Ability to handle multiple tasks and prioritise effectively
• - Self-motivated, adaptable, and quick to learn new systems

Bonus Skills (Desirable but Not Required)

• - Experience with application testing (manual or automated)
• - PHP scripting or other coding experience
• - Ability to read and interpret application logs
• - SQL/database querying (MySQL or MariaDB)

What’s Offered

• - Remote-first role with flexibility and autonomy
• - Competitive salary up to £40,000 per annum
• - Opportunity to grow technical skills in a collaborative, supportive environment
• - Be part of a mission-driven company focused on innovation and sustainability
• - Occasional in-person meetings for team collaboration and development