Company Overview

Glen Dimplex Group is a world leader in intelligent electric heating and renewable energy solutions, as well as holding significant global market positions in domestic appliances, cooling and ventilation. Dimplex is part of the Glen Dimplex Group. We design, develop and deliver innovative heating and ventilation solutions in all sectors in which we operate.

Main Purpose of Role

We currently have an exciting opportunity for a customer-oriented Engineer to work and develop their skill set in a fast-paced global work environment. This role will be primarily based in our Poole office, with travel to our other sites in England as required.

The successful candidate will be trained in and exposed to a wide range of technologies, and will be responsible for providing comprehensive voice, email and ticket support to the Business’, offering end user support, whilst delivering a high level of customer service.

Key Accountabilities

Responding to incoming calls or tickets as the local point of contact for clients with IT or product related problems.
Using appropriate questioning techniques to determine the root cause of reported issues.
Diagnosing, documenting and/or resolving issues by providing the appropriate resolution or following the escalation procedure.
Translating customer information into valuable and usable knowledge documentation
Offering the customer an effortless, best in class experience.
Recognising potential major outages and taking ownership of reporting these in a timely manner.
Responding & adapting to a changing and fast paced environment.
Proficiency in SAP support and troubleshooting
Working in a collaborative team environment by engaging, sharing knowledge and communicating effectively.
Using available tools and resources in an appropriate manner consistent with policy and procedures.

Essential Criteria

Skills, Knowledge and Experience

Some experience in a Desktop / IT Support role previously would be ideal.
Previous exposure in one or more of the following:
- Desktop Applications (Outlook/Teams/Excel/Word etc)
- Exchange, SharePoint, Teams & Yammer Administration
Azure & OnPrem Active Directory
Software Licence Administration
IT Asset Management Administration
Win 10/11 Desktop Support
Some knowledge of SAP applications (e.g. System21, HANNA, B1)
Excellent communication skills: Customer Focused
Understanding of ITIL framework

Competencies

Positive can-do attitude
Curious and always looking for ways to improve
Able to take ownership of tasks
Demonstrates honesty and integrity
The ability to plan-ahead, set goals and organise effectively to achieve objectives
Customer focused and driven to exceed excellence
Flexible and adaptable to change
Team player who encourages positive communication and respect

Travel

You will be required to travel to other sites in England as required.

Glen Dimplex Values

Skills

At Glen Dimplex we are proud of our Company Values, which are at the centre of all that we do. In addition to role specific skills and experience (outlined above) our colleagues are expected to always strive to:

Think Customer
Care About People
Value Innovation
Keep It Simple

Acknowledgement

This job description has been designed to indicate the general nature and level of work performed by employees within this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the role.

Dimplex UK

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