Technical Support Engineer - Telecoms

Recruiter
Location
Camberley, Surrey, England
Salary
£30000.00 per annum
Posted
05 Jun 2017
Closes
03 Jul 2017
Ref
J003304
Contact
Ed Bailey
Sectors
IT, Telecoms
Contract Type
Permanent
Hours
Full Time

Technical Support Engineer - Telecoms

Job Title: Telecoms Technical Support Engineer
Location: Camberley Head Office
Benefits: c£30,000 + Car Allowance (neg dep on exp)

Our client is a leading Technology company, successfully trading for over 20 years, with a portfolio of outstanding products. The company is now seeking to employ a Technical Support Engineer to join the team. This is an excellent opportunity to join a friendly, professional company

The Role:

This role requires a passionate, smart and motivated Telecom Technical Support Engineer, Responsible for supporting and maintaining internal and external customers within SLA and to the highest level. You are expected to provide effective 1st & 2nd line support across all aspects of the business and through the managed service customer base.
The role is both client facing and telephone based (which can mean daily travel across the UK is required to meet client needs). Typically the role will be 85% - 90% office based (though this could vary depending on client requirements). You will be expected to achieve a high level of customer service and support, training users on certain products and services within the portfolio.

Main Responsibilities:

*To maintain a high degree of customer service for all support queries and adhere to all service management principles.
*Take ownership of all logged problems, faults and queries and manage the customers' expectations.
*Log calls correctly within the company CRM system.
*Proactively escalate more complex issues through the appropriate channels internally and externally to ensure the best service to the customer including arranging and attending coop visits with 3rd party suppliers when needed.
*Attend customer sites as needed to clear faults, resolve issues and replace equipment in line with their SLA's.
*Provide 24/7 customer support on a paid rota basis.
*Provide internal presales technical support.
*Attend training to keep relevant knowledge, techniques and skill up to date.
*Adhere to the company Health and Safety policy at all times.

Providing local and remote technical support for:

*Telephone Systems. Avaya, Panasonic, Splicecom, 3CX
*Cloud and Hosted solutions. HipT, Gamma SIP, Gamma Horizon, Splicecom Select, Skype for Business and 3CX
*Network switches, Wi-Fi, routers & firewalls. Zyxel, Draytek
*Ethernet & broadband connectivity. BT, Exponential-e, Virgin, Gamma, TTB

Other skills and abilities:

*New product evaluation.
*Excellent IT skills.
*Site assistance for surveys & complex deployments.
*Flexible, pro-active approach to any challenge.
*Excellent written and verbal communication skill.
*The ability to identify sales opportunities and pass it to account management.

Key Attributes:

Candidates must be self-motivated and possess a willingness and ability to work proactively on their own. They will need to demonstrate prior experience in a technical environment. Good IT skills, and an organized approach to work will be highly advantageous.

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