Technical Support Engineer

Avery Dennison RBIS is a global leader in apparel and footwear industry solutions, is a $1.6 billion division of Avery Dennison (NYSE: AVY). Avery Dennison provides intelligent, creative, and sustainable solutions that elevate brands and accelerate performance throughout the global retail supply chain. We elevate brands through graphics, tickets, tags and labels, embellishments, and packing solutions that enhance consumer appeal. We accelerate performance through RFID-enabled inventory and loss prevention solutions, price management, global compliance, and brand security solutions.

Job Description

About the job

WHAT YOU’LL BE DOING:

Responsible for providing technical support to apparel brand & factory clients. Specialize in 1st level support of software, data & digital related solutions via calls, e-mails & remote support. Conduct regular training seminars/webinars to clients. Participate in project rollouts through collaboration with counterparts, regional teams, and solution partners.

YOUR RESPONSIBILITIES WILL INCLUDE:

• Provide timely technical support on level 1 & 2 to clients via calls, emails & remote connections within agreed SLA.
• Diagnose and troubleshoot technical issues on software, data & digital related solutions.
• Follow & create standard procedures & knowledge base (internal & external).
• Log & track system issues through to resolution, within agreed SLA.
• Proactively follow up unresolved issues and escalate to the appropriate level 3 support teams (Internal IT & external partners).
• Prioritize and manage several open issues at one time.
• Prepare accurate and timely reports.
• Assist on ad-hoc projects from supervisor/manager.
• Maintain good relationships with clients.
• International travel for support and meetings is expected.
• Shift duty support on weekends and holidays is required.

Qualifications

WHAT WE WILL BE LOOKING FOR IN YOU:

• Good command of spoken and written English.
• Degree/Diploma holder in Computer Science or related disciplines.
• 2+ years of experience in technical support and user training. Experience in the printing, RFID & manufacturing industry preferred.
• Experience in designing/implementing a call & ticketing system for support team is a plus.
• Good experience in NT Server 4.0, Google Service, and support in PC hardware/operating systems/office applications/LAN/Networking equipment.
• Strong interpersonal and communication skills with external clients and internal organization.
• Analytical, diagnostic mindset and problem-solving skills.
• Able to work independently and handle multiple tasks concurrently.
• Willing to travel overseas.

Additional Information

Ofrecemos: