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.
