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Technical Support Engineer - Guildford

  • Location

    Guildford, Surrey

  • Sector:

    Infrastructure and Support

  • Job type:

    Permanent

  • Salary:

    £25000 - £30000 per annum

  • Contact:

    Jake Abery

  • Contact email:

    Jake.Abery@morson.com

  • Job ref:

    164082JAY_1565768657

  • Published:

    4 months ago

  • Expiry date:

    2019-10-09

Technical Support Engineer - Guildford

Morson International are working with a leading IoT company who are looking for a Technical Support Engineer to join their team in Guildford. This is a fantastic opportunity to join a company involved in cutting edge IoT concepts and technology and be part of the next leap in communications technology.

The Technical Support Engineer will be:

Determining and understanding customer problems and resolving those problems, or escalating and managing through to a higher level of support
Communicating with existing customers and potential new customers over email and telephone.
Working closely with our internal pre-sales/sales teams who are constantly developing new and exciting opportunities and therefore require support managing through problems during the proof of concept stage
Providing an administrative function for service request management
Logging and managing all incident, service and access requests via phone or email
Logging and managing all internal event requests
Providing first-line investigation and diagnosis
Resolving incidents and service requests
Escalating and managing incidents and service requests that service desk cannot resolve, and ensuring any SLA or OLA timescales are met
Informing customers on progress within agreed SLA or OLA timescales
Closing all resolved incidents or other requests
Occasional ad-hoc project work assigned by the Service Desk Manager.

The Support team work 3 shift patterns currently operated 8am to 4pm, 9am to 5pm, 10am to 6pm and 2pm to 10pm, Monday to Friday. Initial recruitment into this role would be to cover the core shift 10am to 6pm. At times work may be remote to the normal place of work so a willingness to travel at reasonable short notice is expected. After a period of time in the role, all members of the Support team are required to join the On-Call Rota, and provide on-call cover for approximately 1 week in every 4.

The successful Technical Support Engineer will have:

A keen interest in technology ideally around the growing cellular IoT market
The ability to resolve problems, understand complex situations and most importantly a desire to deliver a high level of service to customers
Excellent communication skills, both in written and verbal format is essential
A good understanding of computers, networking and a level of software development
The ability to understand and articulate computer networking, IP addressing, Ethernet protocols is essential.
The confidence to manage and administer customer tickets within contractual Service Level Agreements or to an agreed expectation
Computer Science/Engineering degree or higher education equivalent
A level of knowledge and understanding of GSM networks
A good level of experience with IP Networks, networking concepts and router technology
Understanding of communication protocols and concepts such as TCP/UDP, IP, NAT, Port Forwarding, FTP, RS232, RS422.

If you are interested and would like to find out more, apply now and I will be in touch shortly. Alternatively, contact Jake from Morson for more information.