Job Purpose Summary
As a key member of the 2nd line support team, your main duties will be to provide technical support to our customers, helping them to resolve issues, and taking ownership of particular product sets. You will also write FAQs, test firmware, and act as an escalation point for your specialist product group.
Role Responsibilities
* Take ownership of a product group to ensure sufficient knowledge and documentation are available for customers.
* Ensure customer issues are resolved in a timely manner.
* Provide 1st line technical support to advanced products such as IP-PBX/Firewalls and key advanced networking products.
* Answer support queries on the telephone and respond to support email queries.
* Assist the 1st line support team by being their point of escalation and providing help and advice to resolve queries.
* Escalate more complex problems to the appropriate 3rd line support teams in line with escalation procedures.
* Owning the incident and ensuring its timely resolution.
* Maintain a high degree of customer service for all support queries and adhere to all Standard Operating Procedures.
* Log all answered calls on the call logging system.
* Carry out any other duties in line with technical or business requirements.
* Respond to email queries from customers in a timely manner.
* Provide pre-sales technical support to customers and internal sales teams.
* Process product returns received in the Service Centre, dealing with queries and ensuring product repairs are carried out in line with established procedures.
Additional Responsibilities
* Identify and write product FAQ documents to publish on the company's website.
* Carry out product testing as directed by the Technical Support Manager.
* Carry out any other duties in line with technical or business requirements.
Key Skills & Personal Attributes
You should be customer service orientated, polite, thoughtful, and courteous with an excellent telephone manner. Excellent oral and written communication skills are essential, as most of your work involves speaking to customers on the telephone or responding to emails by writing technical instructions.
* 2-3 years' previous experience in a technical support role.
* Excellent understanding of the technical fundamentals of Ethernet and routing principles.
* A very good working knowledge of PCs, operating systems, and MACs (knowledge of Linux is advantageous).
* Technical skills including TCP/IP, IPv4, DNS, DHCP, SNMP, FTP, IPv6, 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, 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+.
Company Values
CMS believes that a diverse and inclusive workforce enriches and is integral to the success of our company. We value diverse opinions and perspectives, and therefore welcome candidates from all backgrounds, including but not limited to ethnicity, gender, age, nationality, culture, religious beliefs, sexual orientation, and neuro-diversity.