SERVICE ENGINEER

Location: THEALE, UK

Reporting to the Service Desk Manager, the purpose of the Service Engineer role is to provide post sales technical support and service to customers.

KEY RESPONSIBILITIES

  • Provide first and second line support for all customers on all products via phone, email and web conference.
  • Liaise with vendors and/or distributor support teams to resolve customer issues.
  • Follow support processes and procedures to deliver world class support to all customers.
  • Work in collaboration with the rest of the service team and technical team to ensure the smooth operation and maximum performance of all networks. Install and configure customer systems/solutions
  • Work in collaboration with the rest of the Service Desk, Service Delivery and Technical Sales teams to ensure the smooth operation of technical issues, whether pre or post-sales Advise and/or undertake customer upgrades or configuration changes
  • Take occasional responsibility for Managed Service customers; making Managed Service recommendations, attending on-site Managed Service review meetings, writing Managed Service reports, completing actions and assisting in the development of the Teneo Managed Service environment.

EDUCATION AND WORK EXPERIENCE

  • Educated to ‘A’ level standard or equivalent qualification
  • Experience of providing technical support in a service desk is desirable
  • Networking knowledge or CCNA routing and switching is desirable

KNOWLEDGE, SKILLS AND QUALITIES

  • Understand network management and network infrastructure technologies

SKILLS

  • Ability to thrive in a dynamic and growing environment
  • Relationship management skills
  • Communication skills
  • Analytical and logical
  • Problem solving skills
  • Organised and efficient

QUALITIES

  • Enthusiastic
  • Helpful
  • Curious
  • Open Minded
  • Driven

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