Technical Support Engineer (Telecommunications industry)

Job description

  Location
Slough, Berkshire
·  Salary
£ 25000 - £ 28000 / Year
·  Category
IT - Helpdesk, Technical Support
·  Job type
Permanent
·  Industry
IT and Telecoms
·  External Reference
JN-082018-23670

Do you have experience within the telecommunications industry?

Would you love the opportunity to be a valued team member of a international, popular company based on the Slough Trading Estate?

My client, a international, popular, top provider in the world in their industry, is looking for a Technical Support Engineer to be a valued member of their fun team in Slough.

The role is office based and will focus on providing technical assistance to key partners in the support of their product portfolio including pre-sales demonstrations, customer engagement and support case resolution.

Our industry and company are fast moving, and you can be sure that you will always have room to learn and grow.

This role is part of the Technical Support Team

Job Duties:

·  Provide technical support across their range of products, communicating internally and externally in a courteous and professional manner.

·  Clearly communicate with partners and customers to ensure they are kept up to date on the status of issues and problems.

·  To understand programming functions and features of all terminals repeaters and products and escalate urgent problems requiring more in-depth knowledge to other departments, R&D or management as appropriate.

·  Working with digital radio communication and equipment (e.g. spectrum analysers, air interface diagnostic/logging tools)

·  Reporting to HQ/factory suspected quality issues tracking and processing the resulting developments. Logging all technical and contact details and provides a monthly report of activities.

·  Identify opportunities and new requirements from customer discussions and provide technical support to develop these into proposals to both customers and internally for product and/or business development.

·  Handle customer calls and emails within their support desk process and managing customers' orders for software licences distribution.

·  Write and maintain customer facing documentation (e.g. user presentations, application notes, FAQs)

·  Managing and tracking escalated customer situations with a focus on ensuring the customer feels supported as we work through the troubleshooting process.

·  Maintain equipment, systems and processes used for supporting customers.

·  Continuously develop technical skills and product knowledge with extensive knowledge the full product range delivered to partners in the region.

JOB REQUIREMENTS

Desired attributes:

This is a very practical, hands-on role, strong technical skills with a commercial focus are essential to this role, and candidates must be able to demonstrate:

·  Background in the design, deployment and installation of PMR products (Analogue, DMR, LTE or TETRA) for either public safety or commercial users.

·  Excellent written and verbal communication skills in English.

·  Experience in a technical support role in a commercial/B2B environment through working within in a hi-tech product development organisation with sales partners.

·  Experience of working within a commercial software/hardware product development lifecycle including managing commercial and technical aspects with customers. This includes all customer programming software, applications and firmware packages.

·  Structured methodical approach to problem solving and an ability to build strong relationships with customers.

·  Good general Computer Knowledge and experience of using Microsoft office Software packages e.g. Excel, Word and PP.

·  Strong analytical ability with a consistent and methodical approach to working practise.

The right candidate will be expected to have:

·  Educated with electronic or engineering degree/ or strong experience in these fields. Understanding of fundamental principles of RF and control systems.

·  Proven understanding of communications protocols (e.g., TCP), the Internet, routers, firewalls and proxy servers.

·  Strong analytical ability with a consistent and methodical approach able to identify trends and common issues.

·  Strong knowledge of RF analogue and digital Tier III systems and terminals.

·  Good attention to detail, Team player.

Please apply now to work for this fantastic company!

Adecco acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. The Adecco Group UK & Ireland is an Equal Opportunities Employer.

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