As the leading provider in their field with a powerful presence within the data community spanning the last 15 + years, the organisation needs a Customer Support Engineer to join their dynamic and customer focused operational team who are responsible for providing 24/7 care to our global customer base of around 2000 - and growing rapidly!
PRIMARY RESPONSIBILITIES
- Once a support case has been established, through the helpdesk, a ticket will be assigned to a Customer Support Engineer with agreed timescales for communication and resolution
- During the life cycle of the case the engineer will ensure all SLA's are met through the timely resolution and effective communication
- Using the CRM system to maintain real time accurate reporting of support cases
- Escalation of more challenging cases to support management
- Highlighting areas of risk as soon as they are apparent
- Detailed problem reproduction on support test labs
- Working with the team to ensure daily case load is well managed
- Communicating effectively with Helpdesk Analysts to ensure they can effectively communicate with the customer
- When required responding to incoming support calls and routing as needed to assigned support engineers and/or creating new cases during the initial customer conversation.
SKILLS & EXPERIENCE
- We are looking for a highly technical support engineer who has experience in:
- MS Operating systems (Server 2003, Server 2012, Windows 7,Windows 8)
- Internet Explorer and Firefox
- PC Software applications install and modification
- Networks and Active Directory, strong understanding of networking technologies (including TCP/IP, DHCP, SIP, RTP, G.711, G.729, H.323, VLAN,QOS, and various WAN technologies),
- Any additional experience in the following would be favourable:
- VOIP/SIP support
- Troubleshooting and resolving network/telecommunications issues
- Voice and data products including CISCO Routers & Switches, VMware MS Hyper-V technologies
- Technical certifications (MCSE, MCITP, CCNA, AVAYA)
- Previous experience in an organisation that develops and support software to global customers
- At least five years technical support experience within a software / hardware delivery function
- Has customer facing experience, being able to handle the pressure of supporting demanding customers
- Excellent oral and written communication skills including the ability to communicate effectively with both technical and non-technical stakeholders.
- Educated to degree level in a relevant technical subject or qualified through equivalent experience
- A good understanding of the telecommunications industry or similar would be an advantage
