Technical Support

JOB TITLE: Support and Field Service Engineer (Roaming)

DIVISION: Support Services

JOB LOCATION: Bristol

REPORTS TO: Support Manager

Role

Provide technical support and coordinate managed services delivery to our Global customers and partners from our prestigious Network Operations Centre (NOC). Our services are varied and include best of breed vendors such as Check Point, Blue Coat, Juniper, F5 and more so there is lot's to learn.
Make onsite visits to UK customers when necessary for RMA, installation and maintenance. The ideal candidate will also be expected to join an out-of-hours on-call rota which involves extensive travel and staying away from home.

The ideal candidate would be someone who is passionate about networking, security, Linux and all things technical. You will have the opportunity to acquire lots of new skills, so the ideal candidate will be keen to learn, embrace new technologies and commit to rapid skills development. This role involves continuous learning and development, training will be provided on the products you will be supporting and you will be expected to show commitment and be self-motivated to study.

Responsibilities

Duties will include but are not restricted to:

Provide 2nd & 3rd line technical support via email/telephone/live-chat to our global customers, using initiative to help customers as much as possible. A percentage of calls will be of a complex technical nature.
Attend and host remote support sessions with customers/vendors to diagnose faults, review configurations and resolve faults.
Resolve escalated support incidents from our customers and partners.
Visit customer sites throughout the UK for installation and maintenance & consultancy.
Work on an out-of-hours on-call rota that will involve staying away from home regularly.
Provide primary support for our customers and be responsible for answering technical support questions and resolving error conditions that affect customer installations and applications.
Replicate customer configurations as required to troubleshoot complex errors.
Progress simultaneous high-profile/high-priority issues.
Be recognised as an expert in your field and assist others.
Completely and accurately document all work activity in the customer support tracking system.
Open and track trouble tickets with vendors.
Undertake to develop and maintain technical skills in selected products.
Undertake training to achieve and maintain accreditation in selected products.
Demonstrate superb customer service skills being sensitive to customer concerns whilst managing the interaction in a confident manner.

If you are interested in applying for this exciting position please apply through the link.