Customer Technical Support Engineer

Our Edinburgh based client is seeking a Customer Technical Support Engineer who can use their deep understanding of IP (Internet Protocol) networking and technical IT concepts to aid in troubleshooting their customers wireless installations into their existing network infrastructure. You will manage customer support tickets and calls, providing prompt solutions in order to provide outstanding customer service and to deliver products. The Customer Technical Support Engineer is someone who enjoys taking responsibility for issues and persevering to find the root cause.

This role will allow the right candidate to grow and develop their skills in a supportive environment.

You will make an impact by:

Providing technical product support, installation support, training, and guidance to customers and internal colleagues who have a varying range of knowledge in IP Networking systems or protocols such as Radius, DHCP, Firewalls, routing, etc.
Working closely with their customers and internal teams to provide detailed and meaningful analysis and response for product issues.
Assisting with global logistics of products to customers.
Assisting with system level testing and characterisation of new and existing products.
Supporting customer RMA (Return Merchandise Authorisation) activities.
Providing engineering support, including software interface requirements and system level testing.
Providing manufacturing support, including process documentation and first line support for external manufacturing sites.
Supporting the Sales Team by supplying qualified samples for demonstration and providing technical support on customer calls.
Assisting with the creation and updating of support documentation for new and existing projects and products.
Providing manufacturing support to external manufacturing facilities, possibly on-site.

Essential skills:

Demonstrable knowledge of IP based networks.
Basic knowledge of operating systems, Windows and Linux.
Experience of working on a helpdesk and using ticketing system.
The ability to communicate effectively both verbally and in writing.
Proven organisational skills and a customer service focused attitude.
Demonstrable analytical and problem-solving skills.
The ability collaborate with both commercial and technical employees.

To apply please contact:

Nicole Chapman
(see below)