Customer Support Engineer / Support Engineer - IT

Job Title: Customer Support Engineer

Location: Enfield, North London

Salary: Competitive

The Customer Support team is a vital part of the overall organisation. The team has played a key role in the successful deployment of the organisations equipment to provide next generation voice services in over 700 carriers' networks worldwide. The organisations customers have consistently reported the exceptional quality of their customer support as one of our key differentiators.

Your team will comprise of:

• Industry veterans with a vast range of experience in support
• Engineers that previously worked in the product development team and in many cases wrote the software that they are now supporting.

The Customer Support team works closely with our customer base to assist them with design, implementation and troubleshooting of deployments involving a wide range of the organisations and partner products.

The organisations customer base continues to grow worldwide, and they are now expanding the EMEA Customer Support team in the UK.

The successful candidates will be based in Enfield, North London though must be willing to travel to customer sites on occasion.

Key Responsibilities:

After an initial training and ramp-up period, successful candidates will become a full part of the organisations Customer Engineering team, working with our service provider customers on a wide range of tasks, including:

• Helping design and deploy new networks for our carrier customers
• Assisting with turn up of new services, and migration of existing services from legacy platforms
• Assisting with resolution of any defects found in the organisation and partner equipment
• Maintaining regular communication regarding all aspects of their deployment
• Providing feedback to our Engineering and Product Management teams
• Providing technical assistance on products and related technologies
• Occasionally travelling to customer sites, as part of these responsibilities.

The Candidate:

The successful candidate will initially spend a period learning about our product set, but will then quickly be expected to play an active role in the support organisation working directly with our customers on large, complex projects that are vital to their business success.

Qualifications / Experience:

For this position, the company need someone who has;

• Prior technical experience working in the Telecoms industry, either at a vendor or a service provider
• In-depth knowledge of IP Networking, switching and routing
• Understanding of (and preferably experience deploying or supporting) session border controllers
• An aptitude for understanding and solving complex problems
• Energy, enthusiasm, versatility and creativity
• Excellent communication and interpersonal skills

Experience in the following areas and technologies are highly desirable:

• Familiarity with SIP and RTP
• Core switching experience, in either a Class 4 or Class 5 environment
• Familiarity with TDM, including knowledge of MTP and ISUP
• Experience dealing with Tier 1 carriers

Please click the APPLY button to send your CV and Cover Letter for this role.

Candidates with the experience of; Customer Support Engineer, Support Engineer, Technical Support Engineer, Technical Support Technician, SIP, RTP, TDM, Class 4, Class 5, MTP, ISUP, IT Technician, IT Service Desk Technician, IT Services, IT Desk Support, 1st Line Support, will also be considered for this role.