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Tier 2 Technical Support Engineer

Job Title: Tier 2 Technical Support Engineer
Contract Type: Permanent
Location: West London, London
Salary: £45000.00 - £50000.00 per annum + Bonus/Shares
Start Date: ASAP
Reference: JO0000000642_1508405466
Contact Name: Prospectus
Contact Email:
Job Published: October 19, 2017 10:31

Job Description

Tier 2 Technical Support Engineer - VOIP, TCP/IP, Cisco, FRENCH SPEAKING - London

Salary - £38,000 - £50,000 + £5k Bonus
Location - Ealing, London, South West
Job Type - Permanent

The Company

A Tier 2 Technical Support Engineer is being sought due to expansion, to join a successful cloud business solution company based in West London. They are a global provider of cloud unified communications and collaboration solutions designed for today's mobile and distributed business world.

You MUST have:
·4 Years + experience in a customer focused role, e.g Pre-Sales Engineer / Post-Sales Technical Support
·VOIP Technology experience including SIP, RTP, QoS, COS, codecs
·Expert in advanced network troubleshooting / terminology including LAN/WAN, Routers, Firewalls, Switches, PBX deployment, TCP/IP (IPv4), DNS, etc
·Networking, IT or telecommunications certification is a plus - Cisco CCNA or equivalent is desirable

You SHOULD be:
·Strong with technical troubleshooting skills
·Patient and perseverance
·Experienced in configuring, updating and supporting VOIP solutions in a multi-location environment
·Experienced in supporting telecommunications, networking or SoftwareasaService (SaaS) products
·Able to work in a high demanding team oriented and fast paced environment
·Able to empathise with all levels of customers, executives, end users, developers
·Self motivated with the ability to hit the ground running, be effective and make a difference

·Provide Second-level support to all customers
·Take technical escalations from first levels support ranging from product issues to network trouble shooting
·Investigate and reproduce possible products defects and provide details to Third Line, Service engineers and Network teams
·Manage operations incidents working with the NOC to provide the customer perspective of the incident
·Apply expert knowledge of the companies services, VOIP technology and networking hardware and software
·Maintain, troubleshoot and repair the companies solutions
·Expertise in network architecture required to support the companies VoIP services
·Recommend network hardware, software and design elements
·Answer and solve technical questions and problems
·Utilize network performance, monitoring tools to isolate and root cause issues
·Provide quick and accurate handling of support interactions - phone, chat, screen sharing and email
·Going the extra mile to follow up with customers, ensuring issues are resolved and customers are satisfied
·Respond to customers promptly whilst keeping detailed case notes
·Manager customer expectations and experience to deliver high customer satisfaction and increase retention
·Regularly achieve and exceed service level agreements and quality/customer satisfaction targets
·Create, maintain and improve processes and procedures for diagnosing and resolving voice quality issues

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