Technical support Engineer

Placed: 01/12/17
Region: Hampshire
Location: Basingstoke
Category: Jobs


Content of the advertisement:

Technical Support Engineer

Outskirts of Basingstoke

Our client, a highly successful company are looking for a Technical Support Engineer to join their team. They offer a fantastic career opportunity, excellent personal development and within a growing business.

Basic salary £24,000 - £28,000 (negotiable for the right candidate) plus a company car, plus overtime
1. Reporting to

Technical Support Manager

2. Scope

To provide a high level of effective technical support to external maintenance customers, covering all aspects of on-premise and hosted telephony solutions. To continually ensure the department is offering the best levels of service.

3. Main responsibilities for the Technical Support Engineer

To deal with customers in an empathic and effective manner
To handle customer technical support enquiries via telephone and email
To provide hardware and software technical support for telephony solutions
To resolve faults with equipment hardware and software configuration
To amend system configuration as per customer change requests
To adhere to an ITIL framework using in-house CRM system for incident management
To escalate and liaise with system manufacturers and service providers
To provide technical assistance & guidance to other departments
Assist with the testing of customer fault scenarios or upgrade projects
Achieve KPIs as set by the management team
To participate in 24x7 On-Call Rota

4. Key skills & experience for the Technical Support Engineer
Experience of busy service desk environments
Logical and structured approach to problem solving, both remotely & on-site
A good understanding of PBX, ISDN, VoIP & SIP technologies
Knowledge and experience of On Premise & Hosted telephony platforms
Experience of TCP/IP, LANs / WANs and associated routers, firewalls & switches
A good understanding of VLAN & QoS
Experience of Microsoft Windows Operating Systems Server & Desktop
Excellent oral and written communication skills with the ability to provide advice to non-technical customers
Ability to work well within a team as well as individually

5. Key system knowledge for the Technical Support Engineer
PBX Telephony & Applications o Samsung o Avaya o Mitel / MiVoice o Panasonic o NEC o Splicecom

Hosted Telephony o Gamma Horizon o BT Centrex / BT IPVS o VanillaIP

6. Key behaviours for the Technical Support Engineer
Bright, motivated and driven, with a thirst for technical knowledge
Business & customer focused
Personable
Enjoy knowledge sharing and networking
Reliable, adaptable, enthusiastic, analytical, innovative and confident

For further information regarding this Technical Support Engineer role, please get in touch with Andy at Contact Point Resourcing

Benefits: Plus car and overtime

Price / Salary: £24000 - £28000/annum Plus car and overtime