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Customer Support Engineer

Job Title: Customer Support Engineer
Contract Type: Permanent
Location: Nottingham, Nottinghamshire
Industry:
Salary: £22000.00 - £28000.00 per annum
Start Date: ASAP
Reference: BBBH19671_1562338909
Contact Name: Steph Hoffman
Contact Email: Steph.Hoffman@talentinternational.com
Job Published: July 05, 2019 16:01

Job Description

As a Customer Support Engineer, you will be joining a dynamic and customer focused operational team who are responsible for providing 24/7 care to a grapidly growing global customer base

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)
    • 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)

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 you 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.

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