Job Purpose Summary
A key member of the support team, your main duties are to provide technical support to our customers, including resellers, dealers, and end users in helping them to resolve technical issues
Role Responsibilities
* To take ownership of customers issues, ensuring they are resolved in a timely manner.
* To provide 1st and 2nd line technical support, answering support queries on the telephone, and responding to support Email queries.
* To escalate more complex problems to the appropriate Technical Support Specialist in line with escalation procedures.
* To maintain a high degree of customer service for all support queries and adhering to all Standard Operating Procedures.
Key Attributes
* Excellent oral and written communications skills as most of your work involves speaking to customers on the telephone or responding to Emails by writing technical instructions.
* 1-2 years’ previous experience in a technical support role
* Excellent understanding of the technical fundamentals of Ethernet Routing principles
Technical Skills
* TCPIP, Class A, B, C (IPv4), DNS, DHCP, SNMP, UDP, FTP
* IPv6, Any skills advantageous
* VPN, IPSec, PPTP, L2TP
* Routing, ADSL, VDSL, VPN, QoS, failover, load balancing.
* VoIP, IPPBX, SIP, RTP, 3G, ISDN, PSTN, codecs
* Ethernet switching, Gigabit, multicast, VLAN, PoE, QoS
* Wireless Networking, IEEE 802.11bgn, WPA(2), SSID, WDS, WPS, dual band
* Web Content Filtering
Educational
* Degree level in Computing, Maths, or similar
* IT certifications desirable, e.g. MCSE, CCNA, CompTIA A+
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