Customer Support Engineer

Combined Selection Group
18 May 2017
17 Jun 2017
Contract Type
Full Time

Customer Support Engineer

Circa 35k with benefits.

Are you looking to progress your IT focussed career, with a leading provider of bleeding edge software, in a people first environment?

If so, CSG have a retained opportunity that may be right for you. We are partnering with a company who strive to stay ahead of the curve when it comes to providing telecoms solutions for businesses that rely on communication and speed to save lives.

As part of the customer service team, you will keep an extensive list of high profile clients 'on point' by resolving or escalating any bugs in their solution.

The purpose of this role is to contribute to achievement of the Service Management Policy by ensuring the ongoing operational system capability of my clients Support Contract customers via the provision of technical advice, fault resolution and support in line with the appropriate Service Level Agreements.

Principal Responsibilities

  1. Provision of a Primary Support Engineer service to designated customers, responsibilities for these customers include:-
  2. Provision of telephone advice and remote diagnostic help and support, on a 24/7 basis, to customers and 3rd party suppliers across the office customer and product base, both in the UK and internationally.
  3. Provision of on-site support (usually during business hours but out of hours if required) to customers and 3rd party suppliers across the customer and product base, both in the UK and internationally.
  4. Provision of an Out of Hours support and fault resolution service to UK and international customers and 3rd party suppliers for all issues designated as being operationally Critical or Major in nature.
  5. Provision of assistance to other internal departments (i.e. Technical Support, Development, I&C) to investigate ongoing customer issues.
  6. Production of customer/system related documentation to include Work Plans, Site Visit Reports, and FAQ's plus other documentation as required improving knowledge in the business/department and thus resolution of customer issues.
  7. Possession of the technical skills, knowledge and ability to perform the following to assist with fault resolution:-

If you believe you have the 'right stuff' and are ready to progress your career to the highest possible heights. Please forward your CV for consideration