Technical Support Engineer

£Neg p/a plus benefits
04 Aug 2017
16 Aug 2017
Technical Support Engineer (2nd / 3rd Line) Location: Nottingham Salary: £neg p/a plus a variety of benefits Looking for a new challenge? Following the recent success to expand the team our client, Red BoxRecorders, are looking to appoint four additional Technical Support Engineers.Red Box Recorders are a global leader in voice and data recording solutions who are currentlyexpanding the operational support team based at their headquarters in Nottingham. They're anambitious software company that has grown exponentially over the past few years, with global reachresulting in new offices opening in US and Asia to complement our HQ in Nottingham. With over 100employees that are motivated, hands-on and smart. It's a great place to work, with a vibrant, friendlyculture and a genuine desire to succeed as a team. As a Technical Customer Support Engineer within Red Box Recorders you will be joining a new anddynamic customer focused operational team who are responsible for providing 24/7 care to a globalcustomer base of around 2000 and growing everyday. This new model will augment services,providing users with additional monitoring, enhancing their experience, to compliment incident andproblem management.So, what's a typical day like at Red Box Recorders? - Incident / problem management ensuring all customer SLA's and departmental KPI's are achieved witha timely resolution;- Detailed problem reproduction on support test labs;- Working with the team to ensure daily case load is well managed;- Highlighting areas of risk as soon as they are apparent;- Escalation of more challenging cases to support management and development teams;- When required responding to incoming support calls and routing as needed to assigned supportengineers and/or creating new cases during the initial customer conversation.About You You are a team player who performs well under pressure and works collaboratively, not only with yourcolleagues but across the business to ensure business and departmental targets are achieved. TechnicalSupport Engineers recognise the significance of owning customer issues through to resolution and you'llshare a passion to deliver a first-class customer experience. You must be able to to demonstrate astrong understanding of networking technologies, be a competent trouble shooter and able to resolvesoftware / network issues within voice and data environments.A work ethic based on a strong desire to exceed expectations with a can-do attitude is essential. Youhave a positive outlook and an outgoing nature with the willingness and drive to learn and developwithin a rapidly expanding organisation.Technical Essentials- Troubleshooting and resolving network/telecommunications issues- Voice and data products including CISCO Routers & Switches, VMware MS Hyper-V technologies- MS Operating systems (Server 2003, Server 2012, Windows 7,Windows 8)- Networks and Active Directory, strong understanding of networking technologies (including TCP/IP,DHCP, VLAN, QOS, and various WAN technologies), - Software application installation and modification- At least 3 years' technical support experience within support / delivery function which managedcomplex software / voice / networking environments- Customer facing experience with an ability to demonstrate being able to manage the supportrequirements of demanding customers- Excellent oral and written communication skills including the ability to communicate effectively withboth technical and non-technical stakeholders.- Educated to degree level or qualified through equivalent experienceTechnical Desirables- Any additional experience in SIP, RTP, G.711, G.729, H.323 would be favourable- Technical certifications (MCSE, MCITP, CCNA, AVAYA)- A good understanding of the telecommunications industry or similar would be an advantage Shifts Working on a 2-3- 2 rotational basis the innovative shift pattern enables more flexible workingarrangements where a 9-5 is just too restrictive. Spending less time in peak traffic and working just 14shifts in 4 weeks are just a couple of the benefits of moving away from the standard working day. Atthe same time the rotational structure means you'll have real regularity and predictability making yourtime off just that. You'll work during the day as well as at night so you'll really feel part of the team. What's In It For You? - Competitive Salary- 20% Shift allowance- 33 Days Holiday- Health Cash Back Plan- Pension- Free- Parking- Nespresso The client will be reviewing and short listing for this vacancy and will make contact directly in duecourse. If you have applied for this opportunity in the last 4 weeks your application remains in processand you will be contacted regarding the outcome.