1st Line Support / Network Engineer / 2nd Line Support

1st Line Support / Network Engineer / 2nd Line Support

A number or opportunities has arisen within an international company that supports a range of clients, from local educational services to large global companies. Your responsibilities will include answering customer queries raised by phone, web or email and acting as a first or second line of support, liaising with other teams in order to ensure the correct process is being followed to resolve the customer’s issues. The role involves some interaction with the development process, both in reporting bugs and assisting developers in ensuring correct remediation.

You will be responsible for:

· Taking phone calls and tickets helping end users and resellers in configuring and troubleshooting products

· Log all customer contact in support CRM

· Communicate with customers in forums and other online social media as required

· Reporting bugs

· Provide product feedback as part of the development process

· Testing and replicating customer setup

· Providing assistance to the 1st line support engineers

You will have:

· Customer Service experience

· Excellent telephone and email manner

· Knowledge of Internet technologies and how they work at a protocol level.

Good understanding of TCP/IP

This is a role that involves shift patterns

Please contact to discuss in more detail