Technical Support Engineer

Job Purpose Summary

A key member of the support team, your main duties are to provide technical support to our customers, including resellers, dealers, and end users in helping them to resolve technical issues.

Role Responsibilities

Main Duties 

• To take ownership of customers issues, ensuring they are resolved in a timely manner. 
• To provide 1st line technical support, answering support queries on the telephone, and responding to support Email queries. 
• To escalate more complex problems to the appropriate Technical Support Specialist in line with escalation procedures. 
• To maintain a high degree of customer service for all support queries and adhering to all Standard Operating Procedures. 
• To log all answered calls on the call logging system. 
• To respond to Email queries from customers in a timely manner. 
• To provide pre-sales technical support to customers, & internal sales teams. 
• To process product returns received in the Service Centre, dealing with queries and ensuring product repairs are carried out in line with establish procedures, and items are returned back to customers in a timely manner in accordance with established procedures 
• To carry out product testing and customer setup replication 
• To identify and write product FAQ documents to publish on the company web site 
• To carry out any other duties in line with technical or business requirements 

Additional Responsibilities

Skills & Personal Attributes

Key Attributes

• You should be customer service orientated, polite, thoughtful, and courteous with an excellent telephone manner
• Excellent oral and written communications skills as most of your work involves speaking to customers on the telephone or responding to Emails by writing technical instructions.
• 1-2 years’ previous experience in a technical support role
• Excellent understanding of the technical fundamentals of Ethernet Routing principles
• A very good working knowledge of PC’s, and MAC’s would be advantageous

Technical Skills

• TCPIP, Class A, B, C (IPv4), DNS, DHCP, SNMP, UDP, FTP
• IPv6,  Any skills  advantageous
• VPN, IPSec, PPTP, L2TP
• Routing, ADSL, VDSL, VPN, QoS, failover, load balancing.
• VoIP, IPPBX, SIP, RTP, 3G, ISDN, PSTN, codecs
• Ethernet switching, Gigabit, multicast, VLAN, PoE, QoS
• Wireless Networking, IEEE 802.11bgn, WPA(2), SSID, WDS, WPS, dual band
• Web Content Filtering

Educational

• Degree level in Computing, Maths, or similar
• IT certifications desirable, e.g. MCSE, CCNA, CompTIA A+

Key Traits