Technical Support Engineer

Vacancies

Technical Support Engineer

Job Introduction

Thanks for checking out our vacancy, we're delighted you want to learn more about Dechra!

Dechra is a growing, global specialist within the world of veterinary pharmaceuticals. Our expertise is in the development, manufacture, marketing and sales of high quality products exclusively for veterinarians worldwide.

Here at Dechra, our values are embedded within our culture and thrive within our family of almost 2000 colleagues globally. From manufacturing to marketing, (D)edication, (E)njoyment, (C)ourage, (H)onesty, (R)elationships and (A)mbition are at the heart of our everyday operations and the way we do business

The Opportunity

As a member of the Dechra Group IT team, the Technical Support Engineer will be responsible for providing technical support to include general IT related incidents and workloads, account management, systems monitoring, and documentation. Provide support for various hardware items including workstations, servers, general infrastructure systems, peripherals, operating systems, and applications in accordance with company policy and established standards and procedures.

The Technical Support Engineer will provide technical support for employees principally in North America and similar time zones but may also work to resolve incidents remotely for Dechra employees in other regions. Reporting to the IT Service Manager, Americas, the Technical Support Engineer works closely with Group IT colleagues at other sites to implement, maintain, and enhance a broad spectrum of technology solutions. Candidates must possess the technical experience and aptitude to work on multiple levels of the technology stack (infrastructure hardware, operating systems, applications) within a wide variety of hardware/software solutions and will need to be able to work independently under minimal supervision and, at times, outside of normal business hours.

Role Responsibility

So, what will you be doing? This role has a broad and varied scope and the successful candidate will have responsibility for duties including:

• Design, deploy and maintain infrastructure and software solutions.
• Work as part of global special interest groups (SIGs) and regional task groups.
• Respond to and resolve customer inquiries via phone, email, chat, and support tickets in a timely and efficient manner.
• Provide technical assistance and guidance to users on product installation, configuration, and functionality.
• Educate and guide customers through troubleshooting steps to resolve technical issues.
• Investigate, research, deep dive into root cause of issues. Find answers where others cannot.
• Prepare incident reports to track issues, solutions, and areas for improvement.
• Evaluate and recommend methods and tools for streamlining and improving the IT processes.
• Work with external vendors to ensure adherence to IT standards and service level agreements (SLAs).
• Take a consulting approach with internal customers to resolve issues, find solutions, and bring new technology to the Dechra business.
• Participate in team training sessions to stay up-to-date on new features, product releases, and troubleshooting techniques.
• Responsible for personal health and safety.
• Travel 15%-20%
• May require participation in an on-call rotation or shift work, including weekends and evenings

The Ideal Candidate

Here at Dechra we pride ourselves on being an inclusive employer and we embrace candidates from all walks of life. We're particularly excited to hear from those who have/are:

• Experience of working within a high performing, SLA driven IT service and support environment
• Proficiency in diagnosing and troubleshooting software/hardware issues
• Experience with CRM or ticketing systems
• Experience of Office 365 Admin
• AD/DNS/DHCP Expert
• Network Security Standards understanding
• Cloud Architecture
• VOIP Management
• VMware Management
• Expert knowledge of IT hardware and networking
• Documentation experience
• Self-starter and able to work independently and as part of a wider team
• Strong analytical and problem-solving skills
• Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users
• Ability to manage time effectively, prioritize tasks, and handle high-pressure situations
• Ability to multi-task with a high level of attention to detail

About the Company

As a people first values-based culture, we provide free weekly wellness sessions focused on our employee's physical and mental wellbeing, and flexible work arrangements. We offer a generous employer 401k match and an other incentives for long-term financial wellness. Our full array of health, financial and voluntary benefit programs are what you would expect from a recognized Best Place to Work.