Title:

Customer Support Engineer

Location:

Edinburgh

Salary:

GBP 14,000 to GBP 20,000 per year (contributory pension and gym membership*)

Description:

Due to expansion, our client is currently looking for 3 experienced Customer Support Engineers with experience in Linux,Windows and MacOS to work in a dynamic and forward thinking environment. You will be responsible for interfacing with,primarily over the telephone, with customers to deliver technical support for IP related products and services and theprovisioning of new and existing services. This job involves shift work and customer site visits.Duties & Responsibilities: Manage all incoming calls, e-mails and faxes to the technical support line. These include problems, queries andrequests relating to company services. Respond within Support SLA (Service Level Agreement) directly to the customers and liaise with IT consultants orpartners where necessary. Provisioning of new and existing services including (but not exclusive to) Internet access, domains, web space ande-mail services etc. Liaise with third party suppliers (including BT) to report and escalate customer problems. Escalate tickets to support management or Network Operations Centre (NOC team) as required. Assist with project work when required (including but not exclusive to) product evaluations, development of internaland customer training material, development of new company services and improvement of support processes.Key Outcome Measurements: Tickets responded to and resolved with SLA Average number of ticket events created per day Average number of tickets transacted per day Random samples of tickets measured for customer service and technical aptitude Number of tickets provisioned within OTIF (on time and in full) deadline Number of tickets provisioned out with OTIF (on time and in full) deadline Customer compliments received Customer complaints received Process and procedural improvements suggested to Support Management Internal process breachesRequired knowledge/experienceEducated to HND or Degree level in IT1 year minimum 1st and 2nd line telephone technical customer support experienceSolid understanding of TCP/IP networking with troubleshooting experienceUnix/Linux command line experience (log file debugging, basic scripting)Windows NT/95/98/XP/2003 experienceExperience of a wide range of Internet applications.Basic knowledge of Telecommunications and Telecommunications infrastructure.Knowledge of modems (Dial up, ISDN, ADSL, SDSL etc)Desirable Experience:1st and 2nd line telephone technical support experience at an ISPTechnical service desk experienceWorking to customer Service Level Agreements (SLAs)Administration and hardware installation/configuration of small to medium sized networks (including ADSL/Cisco routers,switches and modems)Help desk software MacOS experienceDetailed knowledge of:DNS, mail systems (POP3, SMTP, etc.), news systems, PERL, C, and/or JavaPersonal attributes:Excellent communication skills.Must have ability to help users via phone.Good problem solving skillsStrong focus on premier customer serviceBeing able to work under pressureFlexible schedule to meet demands of an operational business.