Technical Support Engineer (Embedded)

At Microlise, our Embedded Support Consultants play a pivotal role in keeping our customers moving. In this hands-on, customer-focused role, you'll provide both proactive and reactive support across our industry-leading systems. This includes ensuring installations, repairs and ongoing services run smoothly from start to finish.

As the key link between Microlise and the customer, you'll build strong relationships, solve real technical challenges, and drive system performance that our clients rely on every single day. If you thrive in a role where no two days are the same and you love making a visible impact, this is your chance to join a team where your expertise truly matters. Get your application in now!

What you will be doing:

• Deliver support for Microlise systems, including troubleshooting, fault resolution, and escalation where necessary.
• Provide support through our IT Service Management system, Service Now, alongside telephone support as the initial point of contact for all Microlise related queries.
• Plan and coordinate installations, repairs, and ad-hoc technical interventions for our customers and internal field engineers.
• Oversee platform commissioning, tenancy management, and system access control.
• Ensure compliance with encryption and data security standards during system updates.
• Maintain technical documentation and manage updates to ensure accuracy and compliance.
• Act as the link between the customer and Microlise delivery teams, ensuring clear communication and timely issue resolution.
• Support integration of system data into wider reporting platforms and assist with report preparation, providing month end reporting.
• Identify training needs within the user community and plan knowledge transfer sessions.
• Collaborate with capability teams to enhance analytical and reporting capabilities.
• Support upgrades with the customer.
• Shaping and supporting Business Change activity across customer and end users.

Do you have experience in Software troubleshooting?, * Demonstrable experience in a technical customer support/service desk role

• Experience using Service Now or similar service desk tools
• Strong analytical skills to diagnose faults, resolve issues and triage for escalation where necessary
• Advanced troubleshooting skills across hardware, software
• Ability to plan and coordinate installations and repairs with our Field Engineers and customers
• Ability to maintain accurate technical documentation to ensure compliance with security and regulatory standards
• Competent in integrating system data into reporting platforms and preparing reports when required
• Ability to work with capability teams and support business change initiatives across customer and end-user environments
• Excellent communication and stakeholder management skills, to act of the link between Microlise and the customer
• Ability to deliver training and knowledge transfer to technical and non-technical audiences
• Excellent written and verbal communication skills, with the ability to produce clear technical documentation and customer-facing reports
• Proactive, customer-focused mindset with a passion for continuous improvement and delivering high levels of customer satisfaction

Why Microlise? Proudly Midlands-based, Microlise has been operating for over thirty years, and recently became a Publicly Listed Company with shares trading on the London Stock Exchange. Our growing business is guided by our culture which drives the way we behave, the way we work, the way we connect with our customers, and the way we support and develop our people. * Full support and training to ensure you are well equipped to succeed in your role * Access to our salary sacrifice EV Car Scheme - payments are made before tax and other contributions, so saving you money, whilst doing your bit for the environment! * Great Place to Work certified - We have been recognised by the global authority on workplace culture, so come be a part of our success! * Private medical insurance with Vitality Health including rewards for members such as: Free Amazon Prime, Apple Watch, discounted gym membership and many more! * 25 days holiday, excluding bank holidays, increasing with service * Invested in employee health and well-being with over 20 mental health first aiders in the business * Employee Assistance Programmes * Free Costco membership, 20% off EE mobile and line rental, and other local discounts * Great staff extras: Easter eggs, yearly BBQ, Christmas gifts and annual staff awards * Free Microlise Cresswell Racing Tickets, support British Superbikes * Executive Box at Motorpoint Arena Nottingham Recruitment Process For successful candidates, interviews will take place whilst the advert is still live; so don't delay getting your application in! Recruitment Agencies Whilst we make every effort to directly source candidates for our live roles, we do have a very small, preferred supplier list on the occasion we may require additional support. We therefore do not accept speculative CVs and/or cold calls to our Recruitment Team or Hiring Managers. Any queries should be directed to jobs@microlise.com in the first instance.   You must create an Indeed account before continuing to the company website to apply