IT Service Engineer

SICPA SA•Springfield, VA

47d

About The Position

The role of the IT Service Engineer is the support of hardware devices, applications and systems used within company´s solutions. This role provides implementation support and guidance for field support technicians, implements and manages including monitoring of solution connectivity, function and performance. This involves solving technical problems and providing technical consultation to other teams in the company for troubleshooting existing systems. This role requires knowledge of incident, problem, change and release management lifecycle using best practices and company standards. • Maintain hardware and software solutions in high-availability and production environments. • Diagnose and resolve system, performance and data issues. • Coordinate service activities with other teams and technical resources. • Identify and find solutions to address situations requiring urgent attention. • Troubleshoot performance issues. • Manage spare parts inventories for hardware solutions • Perform electrical or mechanical installation support and repairs of SICPA hardware and peripheral components • Anticipate & introduce new servicing tools to monitor & troubleshoot applications. • Provide assistance to field technicians. Answer technical queries. • Perform and develop monitoring activities. • Analyze recurring and intermittent problems. • Strong will to adhere to best practices. • Ability to provide technology mentoring and guidance to more junior employees. • Ability to provide clear and accessible technical information to senior management.

Requirements

Engineering or equivalent degree in a technical discipline related to IT. Vocational and “on the job” training will be considered.
Proven experience integrating vision systems such as cameras or computer vision, into solutions for external customers.
At least 2 years of experience in supporting production systems with external users and stakeholders.
Experience with multi-national teams, where partition of tasks may spread across several geographical entities.
Interested in monitoring technology trends and in continuous self-improvement.
Ability to think strategically and in the long term.
Good knowledge: Splunk, integrated hardware solutions (e.g. PLCs), networking and support of interconnected devices, ITIL practices.
Ability to communicate and interact effectively on technical subject matter with non-specialists.
Availability for international travel desired.
Excellent communication and English language skills.

Responsibilities

Maintain hardware and software solutions in high-availability and production environments.
Diagnose and resolve system, performance and data issues.
Coordinate service activities with other teams and technical resources.
Identify and find solutions to address situations requiring urgent attention.
Troubleshoot performance issues.
Manage spare parts inventories for hardware solutions
Perform electrical or mechanical installation support and repairs of SICPA hardware and peripheral components
Anticipate & introduce new servicing tools to monitor & troubleshoot applications.
Provide assistance to field technicians. Answer technical queries.
Perform and develop monitoring activities.
Analyze recurring and intermittent problems.
Strong will to adhere to best practices.
Ability to provide technology mentoring and guidance to more junior employees.
Ability to provide clear and accessible technical information to senior management.