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Support Engineer

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Date: 23-Jun-2022

Location: Aberdeen, GB, AB15 8PU

Company: Lloyds Register

Job ID:35905
Location:Aberdeen : Kingswells Causeway 
Position Category:Customer Service
Position Type:Employee Regular

LR Digital Products has a broad range of applications. Predominantly these are supplied to the Energy sector, with most work being Geoscience and Asset Performance and Risk Management. However, as the division grows there will be other non-Geoscience or APRM products added to the portfolio. It will be the expectation of candidates to support all products, not just those that fall into their specialism or niche

 

Primary Function

 

The successful candidate would ensure continued success of LR Software Support products (predominantly AllAssets®) both in the local region and globally when required.  Excellent communication skills, both written and verbal are necessary, and good presentation skills are an advantage.

 

The successful candidate will work as part of the LR Software Support team, liaising with clients to solve technical problems, assist with using LR Software products, and driving the progression of the software. The successful candidate will work on a rota system with the rest of the support team.  The rota comprises of morning shifts or evening shifts which are allocated in advance. An ability to work both unsupported and within a team and inspire others in alignment of behaviours to LR's vision is essential.  On occasion, the candidate might be required to travel to customer offices to conduct onsite technical support, demonstrations or training in the software and may also be required to travel out with the local region to do this.

 

Duties

 

  • Problem identification and resolution
    • Answer technical questions and problems that customers submit about LR Software products
    • Using the tools at their disposal, ensure that common issues are identified early and resolved
    • Creation of new documentation and media to support the help desk and training
  • Support Helpdesk
    • Ensure support tickets are picked up and assigned in a timely manner
    • Ensure support tickets are answered appropriately
    • Moderate responses and provide content for the support website
    • Assist the Software Testing and Development teams, testing new modules, writing test cases, and following up on cases on behalf of clients

 

In addition to demonstrating capability to deliver the activities within the role description above.

 

Qualifications

 

The candidate must have:

 

  • A degree in Mechanical or Chemical Engineering, Mathematics, Physics, or another technical degree with suitable industry experience.

 

Preferred Experience:

 

  • Previous experience in a technical role
  • Previous experience in a customer support role
  • Previous experience with Risk Management Techniques
  • Knowledge of cloud technologies, SaaS Software, SQL Server application, install, configure, migrate, update and maintain SQL Server Databases would be an advantage
  • Some programming experience would be an advantage
  • Previous experience with Risk Management Techniques and Risk Based Inspection 

 

Skills

 

  • Proactive and forthcoming approach when faced with problems
  • Show an interest in developing knowledge of the wider area of work
  • Excellent communication skills, both written and verbal
  • Ability to pick up and learn new software products/modules quickly and be able to pass this knowledge on to the wider team
  • Desire to present or teach detailed technical information to customers
  • Apply either graduate knowledge or industry experience to tasks or problems presented
  • Meticulous testing of software products. Must be able to follow instruction and record results as detailed in testing documentation

 

Behaviour

 

  • Communication - The ability to communicate clearly; orally and in writing.
  • Teamwork - Works co-operatively and supportively with other members of immediate team and within LR.
  • Problem-solving & Judgement - Ensures full awareness of available facts before making decisions.
  • Delivers Results - Ensures own role continues to add value to the business.
  • Client focus (internal / external) - Focuses on understanding the needs and expectations of clients.

 

Development 

  • LR Software is a growing area of the wider company, offering the successful candidate professional development and career progression opportunities.

 

Diversity and Inclusion at Lloyd's Register:

Together we are one Lloyd’s Register, committed to developing an inclusive and safe workplace that embraces and celebrates diversity. We strive to ensure that all applicants to LR experience equality of opportunity and fair treatment, because we believe it is the right thing to do. We hope you do too.

 

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