Description

Job Overview:

Support engineers are engaged in a range of activities from day to day trouble ticket management to new customer installations and on-site visits. Our company blends Open source technologies for its own Voxivo product range and also deploys and supports best in class omni channel solutions from Genesys.  Therefore our support engineers enjoy a significant degree of variety and challenge.

Customer service is a key differentiator in the communication industry so we seek a bright, motivated, technically skilled individual to join our team who is capable of demonstrating technical competence and a passion for genuine customer service.

Individual’s core activities and responsibilities:

• Incident diagnosis and rectification
• Service level adherence
• Continuous customer dialogue during incident management process
• Liaise with third party suppliers and escalations with in-house development teams
• Incident resolution to the customer’s satisfaction
• Contribute to the customer knowledgebase
• Will participate in the company on-call rota

Experience/qualifications essential for this role:

• Good written and oral communication skills
• Excellent troubleshooting skills
• Experience of VoIP related technologies and protocols
• Good understanding of the network stack (TCP/IP)
• Fundamental understanding of Linux OS
• Experience working in service delivery / technical support
   

Experience/qualifications preferred but not essential for this role:

• Experience working with Asterisk and / or SBC implementations
• Experience liaising with telecommunications carriers, eg Gamma, BT.
• Exposure to virtualisation

Most important attributes/personal qualities needed in this person:

• Customer focus
• Clear professional communication written and verbal
• Technical competence
• Ability to work as a constructive team member

Career development:

The successful candidate will benefit from working with a technically skilled team in a small and dynamic environment providing exposure to a wide range of technologies and business operations on a day to day basis.

The role provides an excellent opportunity to gain knowledge as well as a across a number of sectors and to be part of a team performing an essential business role.  

Engineers should expect their talent and commitment to be appreciated and accompanied with a progressive salary pack.

Please send your CV to: [email protected]

Get to know us at: www.foehn.co.uk and www.factsandit.pt