Support Engineer

Recruitment Genius Ltd
01 Nov 2017
16 Nov 2017
Contract Type
Full Time
About You

You will be able to demonstrate your technical capability in 2nd and 3rd line support, you're an experienced engineer with a strong understanding of network technologies, VOIP/SIP.

With a work ethic based on a strong desire to exceed expectations, you have a positive outlook with the willingness and drive to learn and develop within a rapidly expanding organisation.

Our engineers recognise the significance of owning and resolving issues and you'll share that passion to deliver a first class customer experience.

The Role

To deliver hardware and software support voice and data products

- During the life cycle of the case the engineer will ensure all SLA's are met through the timely resolution and effective communication
- Using the CRM system to maintain real time accurate reporting of support cases
- Escalation of more challenging cases to support management
- Highlighting areas of risk as soon as they are apparent
- Detailed problem reproduction on support test labs
- Working with the team to ensure daily case load is well managed

We currently have opportunities to join the team working either
- Monday to Friday during core hours 8am to 6pm
- or alternatively we operate a shift team


Competitive salary, Pension Scheme, Health Shield Plan, Childcare Voucher scheme, 33 days Holiday plus your birthday, Free Parking, Social Events, Nespresso!



- MS Operating systems (Server 2003, Server 2012, Windows 7,Windows 8)
- Internet Explorer and Firefox PC Software applications install and modification
- Networks and Active Directory, strong understanding of networking technologies (including TCP/IP, DHCP, SIP, RTP, G.711, G.729, H.323, VLAN, QOS, and various WAN technologies),
- Customer Service in a technical environment managing complex cases
- The ability to communicate effectively with both technical and non-technical stakeholders.

- VOIP/SIP support
- Network / telecommunications issues
- Voice and data products including CISCO Routers & Switches, VMware MS Hyper-V technologies
- Technical certifications (MCSE, MCITP, CCNA, AVAYA)
- Previous experience in an organisation that develops and support software to global customers
- Educated to degree level in a relevant technical subject or qualified through equivalent experience
- A good understanding of the telecommunications industry or similar would be an advantage

We're growing and so can you
A Global SME with almost 30 years experience, we know we've got where we are thanks to the amazing people within our business with offices in Nottingham, London, Hong King, New York and Singapore.

With an engaged and diverse team of home grown talent and the best hires from across the industry, we have a truly invigorating team dynamic. Now is a great time to join us - as the business grows you can too.
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