Product Support Specialist

£35000 - £45000 per annum
15 Jan 2019
12 Feb 2019
Recruitment Genius Ltd
Contract Type
Full Time
This company is looking for a 3rd Line Support Engineer or an existing Product Support Specialist to join its Support Team.

This role will report directly into the Head of Support Operations and you will be based at their Central Cambridge office.

About This Company:
Founded in the UK in 2008, they have a global footprint with representation on every continent and offices across the world. They are on a mission to transform the way businesses communicate and collaborate by designing intuitive messaging, premium meeting and calling solutions.

In September, the company was named in the Gartner 2018 Magic Quadrant for Meeting Solutions and one of the fastest growing tech companies in the UK by The Sunday Times Hiscox Tech Track 100.

Their culture is built on collaboration, inclusion, creativity and support. This permeates everything they do, across all their teams and operations. They believe everyone at the company has a part to play in their success and that everyone should be rewarded for their contribution. This is why every single employee becomes a shareholder through the company's share option scheme.

About The Role:
As a Product Support Specialist at this company, you will have strong customer facing skills combined with good computer and networking skills.

Their Global Support Team has grown significantly over the last couple of years and will continue to do so as they scale significantly over the coming years. You will be based at their brand new Cambridge office on Shaftesbury Road and will be supporting the Teamline arm of the business. There is a great feel about the place and this really is an exciting time to come onboard.


Essential skills and experience:
- Windows, Linux, macOS, iOS and Android administration and troubleshooting skills TCP/IP network and firewall troubleshooting skills.
- Knowledge of Amazon Web Services.
- Experience providing support for an in-house product.
- Provide hands-on technical support via email, telephone and video conference calls.
- Provided support up to 3rd line.
- Assist in user training via video conference or at customer site.
- Analyse error reports to help troubleshoot customer issues.
- Work with the engineering department to identify bugs and verify bug fixes.

Desirable skills and experience:
- Audio-Visual / Video-Conferencing product experience
- Excellent analysis and troubleshooting skills to cover a wide variety of technologies -
- Windows Server
- Office 365 and associated products and services such as Skype for business, Yammer, Intune, SharePoint etc.
- AzureO365ActiveDirectory
- Exchange
- Citrix
- VMware (ESXi)
- Hyper-VLync
- Linux or MAC OS

- Very competitive salary.
- Salary review annually.
- EMI share option scheme.
- You will be supported and mentored by some of the brightest minds.
- Private medical insurance and long-term sickness/disability insurance.
- Life insurance of four times salary.
- Assistance with relocation expenses if applicable.
- 25 days annual holiday plus bank holidays.

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