Technical Support Engineer
- Recruiter
- Anonymous
- Location
- Bracknell
- Salary
- Competitive
- Posted
- 04 May 2018
- Closes
- 01 Jun 2018
- Sectors
- Education & Teaching, Support
- Contract Type
- Permanent
- Hours
- Full Time
What We're Looking For:
NetMotion Software is looking for a Technical Support Engineer to join our UK office team. This team member needs the skills to effectively diagnose and resolve problems on the fly, work in a lab to assess more complicated problems, and work directly with the development and test teams to resolve complex issues. You will have the opportunity to work on some of the latest and greatest hardware products and Operating Systems. As a customer advocate you will have a direct impact on future iterations of the product.
This position will report to the Senior Technical Support Manager and is based out of our UK office, located in the Bracknell neighborhood of Berkshire.
•Use analytical skills and creativity to investigate and resolve customers' technical issues.
•Manage multiple complex technical issues simultaneously.
•Communicate solutions to customers of varying technical abilities in a professional manner.
•Develop expertise in using and supporting our products and technologies, including wireless networking products.
•Investigate, report, and track product bugs and customer feature requests.
•Utilize diagnostic tools and debug files from customers.
•Duplicate issues within a lab environment.
•Identify and prepare information for posting on the technical support web site and/or inclusion in technical documentation.
•Identify trends in issues and make recommendations for ways to eliminate or reduce high frequency issues, streamline the support process, or reduce utilization of developer time.
•Work closely with other team members, sharing knowledge and assisting in troubleshooting.
•Additional projects and/or duties as needed.
Your Skills:
To do well in this position it is important that you have a strong foundation in providing software support and in IP network configuration and troubleshooting. For that reason, NetMotion requires that you have 4-5 years of experience in networking support (client-server experience preferred). It is also important that you are a self-starter, able to work independently with limited direction. You must have:
•Experience using a case management system and keeping case records up-to-date. Work with Salesforce is a definite plus.
•Ability to work independently and be self-motivated to continue improving technical skills during night shift.
•Proficiency with IP networking concepts and protocols:
o LAN / WAN networking concepts including IP, TCP, UDP, ICMP, routing, and firewalls.
o LAN / WAN equipment installation, configuration and troubleshooting.
•Quick learner with enthusiasm for customer satisfaction.
•Hands-on experience with network protocol analyzers (NetMon, Wireshark, etc.).
•Strong working knowledge of various Operating Systems, including installation, configuration, and authentication methods; (Windows, iOS, OSX, and Android)
•A demonstrated passion for problem-solving and technology.
•General understanding of authentication methods such as NTLM, RADIUS, PKI specifically PEAP, PEAP-TLS and RSA token methods.
•Strong verbal and written communication skills, analytical ability, and organizational skills.
•Demonstrated ability to read and interpret technical documentation, debug files, and related information.
•Experience writing short technical documents and/or knowledge base articles.
Additional consideration given to candidates with one or more of the following:
•Multi-lingual with fluency in German, French, and/or Spanish is a plus
•Experience consulting in network infrastructure or design.
•Experience in configuring wireless networks and VPNs.
Who We Are:
For over 17 years, we've worked with a simple philosophy: help the connected world move more smoothly, seamlessly and productively. NetMotion is a Mobile Performance Management and Security software company that gives organizations with mobile workforces the connectivity, visibility and control needed to solve the common challenges of the mobile workforce.
If you join our team you will be working with talented colleagues who have a passion for industry leading technology. At NetMotion, we want people to enjoy the work that they do so we provide our team members with the tools and support they need to be successful. In addition, we have a collaborative and unpretentious environment where creativity is valued.
Why You'll Love It Here:
•Private medical and health insurance paid for by the company
•Enrollment into NetMotion's pension scheme, along with 5% company contribution towards your pension
•8 company paid bank holidays, 25 paid holidays, and up to 6 paid sick days
NetMotion is committed to creating a diverse environment and does not discriminate against the protected characteristics per the Equality Act 2010. All qualified applicants will receive consideration for employment without regard to age; disability; gender reassignment; marriage and civil partnership; pregnancy and maternity; race; religion or belief; sex; or sexual orientation
NetMotion Software is looking for a Technical Support Engineer to join our UK office team. This team member needs the skills to effectively diagnose and resolve problems on the fly, work in a lab to assess more complicated problems, and work directly with the development and test teams to resolve complex issues. You will have the opportunity to work on some of the latest and greatest hardware products and Operating Systems. As a customer advocate you will have a direct impact on future iterations of the product.
This position will report to the Senior Technical Support Manager and is based out of our UK office, located in the Bracknell neighborhood of Berkshire.
•Use analytical skills and creativity to investigate and resolve customers' technical issues.
•Manage multiple complex technical issues simultaneously.
•Communicate solutions to customers of varying technical abilities in a professional manner.
•Develop expertise in using and supporting our products and technologies, including wireless networking products.
•Investigate, report, and track product bugs and customer feature requests.
•Utilize diagnostic tools and debug files from customers.
•Duplicate issues within a lab environment.
•Identify and prepare information for posting on the technical support web site and/or inclusion in technical documentation.
•Identify trends in issues and make recommendations for ways to eliminate or reduce high frequency issues, streamline the support process, or reduce utilization of developer time.
•Work closely with other team members, sharing knowledge and assisting in troubleshooting.
•Additional projects and/or duties as needed.
Your Skills:
To do well in this position it is important that you have a strong foundation in providing software support and in IP network configuration and troubleshooting. For that reason, NetMotion requires that you have 4-5 years of experience in networking support (client-server experience preferred). It is also important that you are a self-starter, able to work independently with limited direction. You must have:
•Experience using a case management system and keeping case records up-to-date. Work with Salesforce is a definite plus.
•Ability to work independently and be self-motivated to continue improving technical skills during night shift.
•Proficiency with IP networking concepts and protocols:
o LAN / WAN networking concepts including IP, TCP, UDP, ICMP, routing, and firewalls.
o LAN / WAN equipment installation, configuration and troubleshooting.
•Quick learner with enthusiasm for customer satisfaction.
•Hands-on experience with network protocol analyzers (NetMon, Wireshark, etc.).
•Strong working knowledge of various Operating Systems, including installation, configuration, and authentication methods; (Windows, iOS, OSX, and Android)
•A demonstrated passion for problem-solving and technology.
•General understanding of authentication methods such as NTLM, RADIUS, PKI specifically PEAP, PEAP-TLS and RSA token methods.
•Strong verbal and written communication skills, analytical ability, and organizational skills.
•Demonstrated ability to read and interpret technical documentation, debug files, and related information.
•Experience writing short technical documents and/or knowledge base articles.
Additional consideration given to candidates with one or more of the following:
•Multi-lingual with fluency in German, French, and/or Spanish is a plus
•Experience consulting in network infrastructure or design.
•Experience in configuring wireless networks and VPNs.
Who We Are:
For over 17 years, we've worked with a simple philosophy: help the connected world move more smoothly, seamlessly and productively. NetMotion is a Mobile Performance Management and Security software company that gives organizations with mobile workforces the connectivity, visibility and control needed to solve the common challenges of the mobile workforce.
If you join our team you will be working with talented colleagues who have a passion for industry leading technology. At NetMotion, we want people to enjoy the work that they do so we provide our team members with the tools and support they need to be successful. In addition, we have a collaborative and unpretentious environment where creativity is valued.
Why You'll Love It Here:
•Private medical and health insurance paid for by the company
•Enrollment into NetMotion's pension scheme, along with 5% company contribution towards your pension
•8 company paid bank holidays, 25 paid holidays, and up to 6 paid sick days
NetMotion is committed to creating a diverse environment and does not discriminate against the protected characteristics per the Equality Act 2010. All qualified applicants will receive consideration for employment without regard to age; disability; gender reassignment; marriage and civil partnership; pregnancy and maternity; race; religion or belief; sex; or sexual orientation