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Business Unit:

Cubic Transportation Systems

Company Details:

Cubic offers an opportunity to provide innovative technology for government and commercial customers around the globe, helping to solve their future problems today. We’re the leading integrator of payment and information technology and services for intelligent travel solutions worldwide, and the leading provider of realistic combat training systems, secure communications and networking and highly specialized support services for military and security forces of the U.S. and allied nations. If you have an entrepreneurial spirit and thrive in an innovative environment, we want to talk to you about your next role at Cubic! We are seeking employees inspired by technology, and motivated by the rewards of hard work, commitment, teamwork, quality, integrity, and respect. We invite you to explore opportunities with Cubic.

Job Details:

Job Summary:

As part of Cubic’s Customer Service organization, the System Support team are responsible for the resolution of technical incidents and faults escalated internally or by customers through tickets raised via email to designated ‘Ticketing Support’ mailboxes and/or directly via phone call.

The System Support Engineer works with the wider support team and contributes to the effective resolution of a variety of technical issues. Under the direction and supervision of the Team Manager, the System Support Engineer delivers a high quality, professional and responsive support service to internal and external customers.

Essential Job Duties and Responsibilities:

Advise and contribute to the effective resolution of a range of general and sometimes complex technical issues escalated from internal customers, projects teams and external customers.
Work collaboratively with resolver teams to ensure incidents are resolved effectively and efficiently.
Report on software updates/upgrades/changes through existing Testing, UAT and Production rollout processes.
Identify, recommend, and where appropriate, implement technical and process improvements to drive efficiencies, promote knowledge sharing and enhance performance.
Monitor and provide early life support on new products and services and hand these over to the Team Manager once these are defined.
Work with the Team Manager to accurately identify any existing or planned technical changes that may adversely impact customer environments and recommend/implement defined contingency measures.
Provide remote technical support for proactive diagnosis of maintenance problems to bring them to permanent and timely resolutions and/or interim workarounds.
Undertake data analysis to identify trends and proactively provide solutions to the Team Manager to improve the quality of service for customers with the objective of reducing incidents and abatements.
Identify and escalate training requirements resulting from technical changes that affect Customers to the Team Manager.
Provide support for continual development of systems and processes to drive improvements, reliability and maintainability of assets.
Proactively manage the ‘Incident Management’ queue system ensuring that assigned tickets are picked up in a timely manner.
Ensure that departmental processes, procedures and knowledge articles are accurately documented and maintained
Provide reports as and when required
As and when required, participate in the team’s existing On-Call Rota strategy identified by the Team Manager
Comply with Cubic’s values and adherence to all company policy and procedures. Comply with the code of conduct, quality, security and occupational health, safety and environmental policies and procedures.
In addition to the duties and responsibilities listed, the job holder is required to perform other duties assigned by their manager from time-to-time, as may be reasonably required of them.

Education and qualifications:

Essential:

Must have successfully completed an apprenticeship in the technical or IT field or equivalent experience
Microsoft Accreditation

Desirable:

Degree educated in Engineering or a related discipline or equivalent qualification/experience
Professional experience in a comparable position
ITIL v3 Foundation or higher

Skills/Experience/Knowledge:

Essential:

Fluent German language skills
Basic knowledge of T-SQL query writing and Databases
Competent user of MS software packages and MS Office suite, including Word, Excel, SharePoint and Outlook to intermediate level.
Experience in using Confluence and Jira
Sound knowledge of Microsoft Operating Systems
Basic Networking knowledge (TCP / IP)
Experience of understanding and implementing health and safety requirements in operational environments

Desirable:

Previous experience working as a system support engineer or equivalent duties in a 24/7 environment.
Demonstrable experience of SQL query writing and databases
Advanced level Networking knowledge (TCP / IP)

Personal Qualities:

Self-motivated
Ability to communicate effectively and build respected relationships with all levels both verbally and in writing
Good organizational skills and able to manage conflicting priorities
A team player
A good problem solver
Potential for advancement
Ability to travel to other Cubic and Customer sites, when required
Able to provide support at short notice
Ability to work independently as well as within a team
Strong technical knowledge of software technology

The description provided above is not intended to be an exhaustive list of all job duties, responsibilities and requirements. Duties, responsibilities and requirements may change over time and according to business need.

Worker Type:

Employee

About Us

Cubic creates and delivers technology solutions in transportation that make people’s lives easier by simplifying their daily journeys, and defense capabilities that help promote mission success and safety for those who serve their nation. Led by our talented teams around the world, Cubic is committed to solving global challenges through innovation and service to our customers and partners.

We have a top-tier portfolio of businesses, including Cubic Transportation Systems (CTS) and Cubic Defense (CD).

CTS is an industry-leading integrator of payment and information solutions and related services for intelligent travel applications.

CTS delivers integrated systems for transportation and traffic management, delivering tools for travelers to choose the smartest and easiest way to travel and pay for their journeys, and enabling transportation authorities and agencies to manage demand across the entire transportation network. Cubic Defense provides networked Command, Control, Communications, Computers, Cyber, Intelligence, Surveillance and Reconnaissance (C5ISR) solutions, and live, virtual, constructive and game-based training solutions for both U.S. and Allied Forces. These mission-inspired capabilities enable assured multi-domain access; converged digital intelligence; and superior readiness for defense, intelligence, security and commercial missions.

Cubic is proud to have a presence in over 60 countries and employ over 5,000 people worldwide. We are committed to hiring and retaining a diverse workforce and are proud to be an Equal Opportunity/Affirmative Action-Employer. We are committed to ensuring a workplace free of discrimination based on race, color, religion, age, disability, genetic information, sex, sexual orientation, gender identity, or national origin, military or veteran status, and any other basis protected by applicable law.

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