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Customer Support Engineer


Nottingham, Nottinghamshire

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£24000.00 - £26000.00 per annum

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Steph Hoffman

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!


  • 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.


  • 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

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