Technical Support Specialist

Job Purpose Summary

As a key member of the 2nd line support team, your main duties will be to provide technical support to our customers, helping them to resolve issues, but above all, taking ownership of particular product set and writing FAQs, testing firmware, and being an escalation point for your specialist product group. Also taking ownership of incidents and ensuring they are solved in a timely manner. 

Role Responsibilities

• To take ownership of product group to ensure there is sufficient knowledge and documentation available for customers 
• To ensure customers issues are resolved in a timely manner.
• To provide 1st line technical support to advanced products such as IPPBX/Firewalls key advanced Networking products; answering support queries on the telephone and responding to support Email queries.
• To assist the 1st line support team by being their point of escalation and providing help and advice to resolve queries  
• To escalate more complex problems to the appropriate 3rd line support teams in line with escalation procedures. Owning the incident and ensuring its timely resolution
• 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 carry out any other duties in line with technical or business requirements
• 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, this will be in a backing up capacity
• To carry out product testing as directed by the Technical Support Manager
• To identify and write product FAQ documents to publish on the company’s web site
• To carry out any other duties in line with technical or business requirements
   

Additional Responsibilities

Skills & Personal 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.

• 2-3 years’ previous experience in a technical support role
• Excellent understanding of the technical fundamentals of Ethernet, and Routing principles
• A very good working knowledge of PC’s, and operating systems, knowledge of MAC’s would be advantageous, as would Linux experience  

Technical Skills

• TCPIP, IPv4, DNS, DHCP, SNMP, 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, 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