Implementation and Remote Support Technician

The Implementation and Remote Support Technician is responsible for the first line support and maintenance for the software and hardware product range of the Heidelberg Engineering group through the identification and resolution of customer IT and device related issues.

This position is responsible for maintaining customer satisfaction by resolving issues quickly, efficiently, and professionally through telephone and remote support.  This position is also responsible for the management of internal IT infrastructure and in-house IT applications. 

Tasks:

• Proactively deal with incidents and requests assigned by the helpdesk Management and ownership of support tickets.
• Responsible for logging requests reported by customers and internal staff via Telephone and email on our CRM system
• Remotely assisting customers with technical support issues, resolving network issues, installing and configuring software
• Communicate with all levels of stakeholders, talking them through steps to resolve issues, keeping them informed of progress
• Ensure helpdesk tickets are diagnosed and resolved/escalated in a timely manner
• Provide support and integration for the software product range within the Heidelberg Engineering group.
• Responsible for confirming the correct configuration, parts, and software prior to dispatch.
• Responsible for the validation of new installations of customers' I.T based systems.
• Provide occasional support with device installations when required.
• Assist with repairs of devices
• Collaborate with the group IT department to maximise the uptime of the company internal IT infrastructure.
• Maintaining the company internal IT infrastructure and its security.
• Setting up of new IT equipment for new employees (including communication equipment)
• Training of new employees on IT and communication equipment where applicable.
• Attend trade exhibitions where required
• Maintain a high level of product knowledge
• Develop a quality working relationship with colleagues and customers
• Maintenance and minor repair of internal IT equipment.

Desired:

• Microsoft certification(s)
• BA (Hons) - Information Technology (or equivalent)

Our focus is finding a candidate with the right attitude, willingness to learn, passion for technology, and experience within IT support.

• Demonstrable experience working within the IT sector
• Experience within healthcare IT and imaging desirable
• Working knowledge of Microsoft Office
• Ability to diagnose and resolve basic technical issues
• Experience working with helpdesk systems preferable
• Knowledge and abilities to administer Windows Server 2016 (October 2016), Windows Server 2019 (October 2018) and Windows Server 2022 (August 2021)
• Excellent knowledge of Microsoft Windows operating system Windows 7/8/10
• Experience with digital volt meters, laser power meters, optical alignment tools and specialised test equipment desirable
• Demonstrated proficiency in resolving technical problems in medical imaging modality desirable

Equal Opportunities
Heidelberg Engineering Ltd is proud to be an equal opportunities employer, treating everyone fairly irrespective of any protected characteristic. We are dedicated to maintaining a workplace that supports diversity and equal opportunity, welcoming applications from all individuals who can contribute to our Company’s success. 

The Application Process
The application process has been simplified to give every candidate the opportunity to excel. Therefore, if you believe the description above best describes you, please simply apply with your Cover Letter and CV via the link below:

Closing date 
Application closes on 2nd June 2025. We reserve the right to close the application at any time and at short notice depending on the volume of application received. Therefore, to give yourself an optimum chance of being considered for this role, please apply as soon as possible.

Here at Heidelberg Engineering Ltd, we offer an array of benefits, including:

• Competitive Salary.
• Private Healthcare
• Competitive annual bonus scheme.
• Excellent Pension Scheme.
• Life Assurance 
• 25 days Annual Leave + Bank Holidays.