Job Title: Technical Support Engineer
Report To: Operations Manager
The Company is a supplier of integrated business-class communications solutions, services and support for Enterprise and Public Sector organisations. Consulting, designing and implementing tailor-made solutions to fit individual customer needs blending powerful infrastructure to deliver the benefits of voice, mobile and data convergence to businesses. The Company provides intuitive applications for client mobility, messaging and multimedia collaboration.
Purpose:
To provide technical support for Customers / In-House ICT systems in order to ensure the effective delivery of services within agreed service levels. To provide an initial response to customers, engineers and sales queries / service requests.
Responsible for escalating major faults to the manufactures technical support infrastructure and feeding back information to the specific resource.
Principal Accountabilities:
1) Operate Customer`s / In-House networks in an efficient, economic and secure way in accordance with agreed service levels.
2) Undertake technical diagnostics and evaluation of network problems and customer reported service failures.
3) Undertake analysis of customer requirements and complaints and ensure an appropriate response is initiated.
4) Maintain an awareness of technical developments within the ICT arena and where appropriate, make recommendations for change.
5) Assist the Sales Department in providing customers with sound technical advice in addressing their communications requirements. Carry out technical reports addressing specific requirements / problems and produce design reports as and when required.
6) Assist Sales in providing customers with functional and technical specifications for Communications systems to meet specific targets. Assess prospective tenders for inclusion on tender lists.
7) Assist in providing customer demonstrations on various telecommunication products.
8) Initiate the involvement, as appropriate of other personnel, outside contractors and service providers in the resolution of network operational problems and the fulfilment of customer requirements.
9) Carry out remedial maintenance action as required, meeting customer requirements as instructed and in line with the customer`s maintenance contracts.
10) Implement change control actions, ensuring that the service performance is not degraded and that customer satisfaction is established.
11) Health & safety, ensuring all work is carried out at customer sites as required by current legislation.
12) Implement and issue security details for customer sites to other engineers
13) Prepare monthly reports on activities and performance to be submitted to the Technical Manager
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Contact
Stacy Parker
 on 01260 299945 |
