Would it be possible to post the salary (as per rule 4)?
Senior Technical Services Engineer
This role is based at our Ilkley office within the busy Customer Technical Services team.
This role is crucial to providing and supporting the customer with the services they need and you will take an active role in ensuring that the customer is provided with an excellent level of service.
You will work in a small team of engineers and report to the Customer Technical Services Manager. This is a customer facing role and will involve progressing incidents and requests through to resolution, maintaining contact with customers throughout, configuring and remotely installing firewalls and routers, liaising with 3rd party suppliers such as BT, TalkTalk, Virgin, O2, Fortinet and Lightspeed in the resolution of faults, taking responsibility for resolution of escalations, supporting and coaching Customer Technical Service Engineers and involvement with new projects.
This role provides the opportunity to work with the latest technologies in a challenging environment, with invaluable on the job experience and formal training.
First and foremost you will be truly passionate about providing an outstanding level of service which delights our customers. You will bring strong technical expertise to the role and show a strong desire to learn new technologies and products. You will work effectively as part of a team but also be able to work alone when required including visits to customer sites to install equipment and resolve faults.
Flexibility is required as onsite visits may be necessary at short notice and a full driving licence is required. The role involves shift work on a rota basis covering the hours of 8am through to 18:00 and out of hours on call support is also a requirement via a rota.
Responding to incoming phone calls and emails within agreed targets
Logging and maintaining records within the help desk system
Effectively managing own work list, taking ownership of calls and progressing these through to resolution in line with agreed service levels
Troubleshooting incidents, liaising with Network Engineers and 3rd party suppliers as required
Proactively maintaining client systems and responding to monitoring alerts
Firewall and router configuration managing remote installations at client sites
Providing assistance to customers both remotely and through onsite visits
Creating and maintaining technical documentation and user guides
Providing support and coaching to Customer Technical Services Engineers
Excellent customer facing skills and natural ability to build relationships
Strong customer service skills, verbal and written, with ability to work effectively at all levels
Solid experience in a customer facing, technical support role
Good organisational skills and ability to effectively multi-task
Strong trouble-shooting skills
Calm under pressure
Strong team working ethic
Strong understanding of Microsoft technologies
Fundamental knowledge of networking, security, VOIP and broadband technologies
Good understanding of DNS and SMTP
Advanced knowledge of IPV4
Basic router configuration
Understanding of routing protocols
Configuration and support of firewalls
Full UK driving licence
Experience in supporting Fortinet technologies
Experience in advanced routing (OSPF, BGP, etc)
Experience of EOIP and VPLS
Knowledge of web filtering technologies (LightSpeed Systems preferable)
Experience in supporting MS Exchange
How to apply?
To apply for this role, please send your CV together with covering letter to firstname.lastname@example.org stating 'Senior Technical Services Engineer in the subject field.
Should you be asked for an interview you will be required to take a written test to assess your technical knowledge over a range of IT and communication subjects.
Last edited by elsiegee40; 2nd July 2014 at 07:05 PM.
Salary is up to £25k depending on experience
oh just to add the candidate also gets
Company Share Scheme
I like to think we treat our staff well
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