Customer Support Engineers (24/7)

Service Operations & Support   |   Nottingham

POSTED: 25/06/2018

ABOUT THE ROLE

A global leader in voice and data recording solutions Red Box Recorders are currently expanding our operational support team based at our headquarters in Nottingham.As a Customer Support Engineer within Red Box Recorders you will be joining a dynamic and customer focused operational team who are responsible for providing 24/7 care to our global customer base of around 2000 and growing rapidly.

This new model will augment our services, providing our users with additional monitoring, enhancing their experience, to compliment incident and problem management.

Working on a 2-3-2 rotational basis the innovative shift pattern enables more flexible working arrangements where a 9-5 is just too restrictive. Spending less time in peak traffic and working just 14 shifts in 4 weeks are just a couple of the benefits of moving away from the standard working day. At the same time the rotational structure means you’ll have real regularity and predictability making your time off just that. You’ll work during the day as well as at night so you’ll really feel part of the team.

ABOUT YOU

You are a team player who performs well under pressure and works collaboratively, not only with your colleagues but across the business to ensure business and departmental targets are achieved.

Our engineers recognise the significance of owning customer issues through to resolution and you’ll share our passion to deliver a first-class customer experience. You must be able to demonstrate a strong understanding of network technologies, be a competent trouble shooter and able to resolve software/network issues within voice and data environments.

A work ethic based on a strong desire to exceed expectations with a can-do attitude is essential. You have a positive outlook and an outgoing nature with the willingness and drive to learn and develop within a rapidly expanding organisation.

If you are an experienced 2nd / 3rd line support engineer with a strong understanding of network technologies and a passion for delivering an exceptional customer experience, we would love to hear from you.

PRIMARY RESPONSIBILITIES

  • Incident / Problem management ensuring all customer SLA’s and departmental KPI’s are achieved through the timely resolution and effective communication
  • Communicating effectively with Helpdesk Analysts to ensure they can communicate effectively and manage the customer experience
  • Detailed problem reproduction on support test labs
  • Working with the team to ensure daily case load is well managed
  • Highlighting areas of risk as soon as they are apparent
  • Escalation of more challenging cases to support management and development teams
  • When required responding to incoming support calls and routing as needed to assigned support engineers and/or creating new cases during the initial customer conversation.

SKILLS & EXPERIENCE

Essential

  • Troubleshooting and resolving network/telecommunications issues
  • Voice and data products including CISCO Routers & Switches, VMware MS Hyper-V technologies
  • MS Operating systems (Server 2003, Server 2012, Windows 7,Windows 8)
  • Networks and Active Directory, strong understanding of networking technologies (including TCP/IP, DHCP, VLAN, QOS, and various WAN technologies)
  • Software application installation and modification
  • At least 3 years’ technical support experience within support / delivery function which managed complex software / voice / networking environments
  • Customer facing experience with an ability to demonstrate being able to manage the support requirements of demanding customers
  • Excellent oral and written communication skills including the ability to communicate effectively with both technical and non-technical stakeholders.
  • Educated to degree level or qualified through equivalent experience

Desirable

  • Any additional experience in SIP, RTP, G.711, G.729, H.323 would be favourable
  • Technical certifications (MCSE, MCITP, CCNA, AVAYA)
  • A good understanding of the telecommunications industry or similar would be an advantage
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