Support Engineer

Facts & Figures

Job function	Information Technology
Country	United States
Location	Arizona (Tempe)
Position offered by	DHL Express US
Reports to	Support Engineer Manager
Career level	Operatives/Administrative
Contract	Permanent (Full-Time)
Travel required	Below 25% of total work time
Working hours	40
Work permit required	No
Start date	Immediate
Shift work required	Rotational

Ref.: US - 29806

At DHL, people mean the world to us. That’s why our goal has always been to attract and retain the best talent the world over. We provide challenge and opportunity for personal and professional development. We recognize the difference you bring to our business, and together we share the pride of building THE logistics company for the world.
DHL Express, one of the business units of DHL, takes care of global dispatch and delivery of parcel and express shipments. Come discover the unique, international spirit of DHL in an atmosphere where your commitment is recognized and rewarded.

Job Family Summary:

Researches and determines business requirements and technical specifications for the development, modification, and expansion of new and current DHL-provided end-user shipping programs and systems. Configures and installs shipping systems on customer premises, integrating with customer's back-end database systems. Troubleshoots problems with hardware.

Tasks:

Works independently in troubleshooting, resolving, assigning and documenting all hardware and software issues; accurate, quality detail entry in global trouble-ticket tool, GSN. Answers all customer and support personnel questions from general (FAQ’s) to highly technical (system integration). Provides second-tier technical support to internal professional roles (FAS, Sales, Resellers, BSC to name a few) and external revenue customers for all hardware/software installation, configuration and maintenance of customer shipping solutions, and online applications.

Identify and facilitate appropriate repair services by based on priority and severity evaluation; cradle-to-grave incident resolution and escalation process engagement for optimum customer availability and cost benefit. 

Performs software and hardware installation and configuration for all customer based shipping solutions; responsible for optimizing customer operating systems and shipping application(s )in support of individual client’s business needs. Performs data/media recovery through system backups and import standards utilizing one or more remote solutions for DHL and Customer System connectivity.

Develops, coordinates, performs, and documents offline and online software/hardware testing and debugging to ensure functionality and quality; creates test plans based on functional requirements and executes.

Trains new and current staff on all customers facing applications and hardware that they are expected to support. Responsible for the creation of new, validation of existing, and the updating of all training and process related material relevant to the quality and effectiveness of the Service Desk service delivery.

Collaboration with multiple 2ndand 3rdtier workgroups and other Business Units (CFSC, business development, Customer Service, Solutions Support, Sales etc)  to provide workarounds and long term technical solutions for complex customer issues; including, but not limited to manifest/revenue recovery, billing/rate system corrections, updating/correcting routing files, integrations, etc.

Subject matter expert in service, production or support area of responsibility. Performs the most complex and technically demanding work in area of specialization Contributor on a project or specialty work team. Provides general guidance to junior level personnel in associate roles.

Autonomy:

Under limited supervision, relies on experience and exercises independent judgment to determine best approach to achieve desired outcomes. Course of action is often determined by interpreting procedures and policies. Work typically involves periodic review of output by a supervisor or direct customers of the process.

Impact:

Increasingly greater department or area impact. Errors may result in loss of customer business, material, or equipment.

Knowledge:

Thorough knowledge of tasks and responsibilities. Effectively applies skills in accomplishing tasks.

People Management:

May provide general guidance/direction, training, and technical assistance to lower level service, production, and support personnel.

Problem Complexity:

Applies advanced skills to resolve complex problems independently. May modify processes to resolve situations.

Skill & Qualifications:

Senior service, production, or support roles highly experienced in area of responsibility. Performs all of the standard and some specialized, more complex aspects of the function. Technical certification or Associate degree may be required in some areas. Generally 2-4 years of experience in related area of responsibility. Candidate must be fluent in both written and spoken French language.

All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, national origin, protected veteran status, or on the basis of disability.

ADA Language:

Depending on functional area of assignment, tasks involve the ability to exert light physical effort in sedentary to light work, which may involve some lifting, carrying, pushing and/or pulling of objects and materials of light weight (up to 20 pounds). Requires manual dexterity and visual and hearing acuity. Tasks may involve extended periods of time at a keyboard or work station. Tasks are regularly performed inside without potential for exposure to adverse conditions, such as dirt, dust, pollen, odors, fumes and/or poor ventilation, wetness, humidity, rain, temperature and noise extremes, machinery and/or moving vehicles, vibrations, electric currents, animals/wildlife, toxic/poisonous agents, gases or chemicals, oils and other cutting fluids, violence and/or disease, or pathogenic substances.

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