Technical Support Engineer Windows Server and Desktop
Location: Reading
Salary: £30-38,000 + Benefits.
The client is a highly successful International software house focusing on Customer Interaction, Contact Centre, Networking and Unified Communications applications. USA HQ, 1200+ worldwide employees, with European HQ in Reading, UK + 8 European countries. In the UK there is well established business of 150+ employees.
Technology areas: Software applications aligned with Cisco Call Manager, Avaya IP Office, and Microsoft Lync (Skype for Business).
⦁ Software Applications portfolio: Contact Centres, IVR & Self-Service, Call and Quality Recording / WFM
⦁ Existing key OEM Alliances include: Microsoft, NEC, Avaya, CISCO and Westcon.
⦁ Typical Channel Partners: Systems Integrators and Value Added Resellers selling into mid to large corporate clients.
Responsibilities:
⦁ Respond appropriately to Technical Support requests from our resellers and customers.
⦁ Triage and assess reported issues in a timely manner and plan proactive investigations of faults through to resolution.
⦁ Provide hands-on technical support & troubleshooting for customers using our Windows based telephony and Contact Centre applications.
⦁ Provide a professional customer experience ensuring that any expectations are set and met appropriately.
⦁ Work closely with trained partner engineers to provide effective technical support for Windows based applications.
⦁ Provide analysis of application log files and traces to establish root cause.
⦁ Perform in a team where a number of players contribute to problem resolution across various platforms.
⦁ Be willing to occasionally visit client sites in order to help expedite technical support issues.
⦁ Must be keen to learn with a view to become part of a 24×7 on-call rota
Experience:
⦁ Possess three years technical support experience or educated exposure.
⦁ Have strong troubleshooting and diagnosis skills for Windows based environments
⦁ Experience in one or more of the following would be an advantage, Contact Centre, IVR and Call Recording.
⦁ Some experience of delivering technical support with Computer Telephony Integration (CTI) would be advantageous.
⦁ An understanding of Network Infrastructures – TCP/IP & VoIP.
⦁ Have a very good working knowledge of Windows operating systems, both server and client
⦁ Experience using Microsoft Office for written communications – Word, Excel, Outlook
⦁ Microsoft SQL Server exposure – ability to investigate and query SQL databases would be an advantage
⦁ Basic knowledge of PBX Telephony Switches (S4B / CUCM / ACM)
⦁ Understanding of supporting IPT infrastructure
⦁ The ability to work well in a team of skilled technical specialists but to also have the initiative to work alone and proactively manage work load.
⦁ Strong Customer Service Focus with the ability to listen and communicate at all levels both written and verbal.
Ideally seeking SQL knowledge, along with MCP, MCSE OR MCSA certification
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