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Customer Support Engineer

Gloucester - £30-£40k

A leading international authority on resilient synchronisation and timing solutions who deliver equipment, installation, support and consultancy services to the telecom, energy, transport and broadcast sectors.

You will be based in the Gloucester area as a Customer Support Engineer to provide technical assistance to customers with the aim of providing an excellent support service essential to maintaining the quality of customers’ networks and ensuring trouble free operation of the equipment under our support. The role covers a broad product base of telecom, alarm monitoring, IP and IT related products, so a high level of technical competence and self-motivation is required to meet the high standards of the role. 

Main Responsibilities:

  • Fielding and logging customer calls to the support desk, providing remote telephone diagnostics, assistance and advice on products and systems supplied by the business
  • Undertaking remote diagnostics on customer networks using remote access technologies.
  • Undertaking on-site work including fault finding, diagnostics, fault resolution and assistance to the customer. This will often require working away from home.
  • Inspecting, configuring and testing of the products, systems and software.
  • Providing internal IT support and assistance on IT projects as and when required.
  • Carry out new installations of the products, systems and software into customer networks.
  • To participate, if required, in the 24/7 support rota. Typically on call one week in four.

Essential Skills & Experience:

Candidates should be strongly self-motivated and able to work unsupervised. They should be flexible and be willing and able to travel as required. Candidates should also have an excellent telephone manner and a professional attitude. A good level of IT or Telecoms knowledge and experience is desired with the following skills:

  • Able to demonstrate a working knowledge of networking concepts and protocols (TCP/IP, FTP, SMTP, VLANs, SNMP, VPNS etc.).
  • A good analytical mind, with the ability to evaluate graphs and statistics.
  • Working knowledge of Linux and MySQL and scripting.
  • Understanding of fixed and mobile telecoms networks.
  • Working knowledge of Windows client and server operating systems and domains.
  • Experience with cable termination, soldering or other electronic or electrical related skills are not essential, but would be an advantage.
  • Clean driving licence

Benefits:

They can offer the right individual a competitive salary, company profit-related bonus scheme, group personal pension plan with life assurance cover, 25 days’ holiday plus Bank Holidays, childcare voucher scheme and a free canteen. Other benefits include company credit card, daily subsistence while working away, and overtime.

Salary range £30,000 - £40,000 + Car depending on the candidate.

 To apply for this role, please get in touch with the Transition team via this email address or on 01392 346421/29