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Tier 1 / Tier 2 Customer Support Engineer

Street Address 1870 Beloit Ave Apartment
City West Los Angeles
ZIP/Postal Code 90025
State California
Country United States

Job Title : Tier 1 / Tier 2 Customer Support Engineer
Location : Bristol, North Somerset
Salary : £22k – £25k + Pension, Healthcare, Bonus

The function :
Provide phone support & isolated mechanical diagnosis to double-check all described difficulties are settled inside clientele SLA’s

Duties and Responsibilities:
• Provide 1st and 2nd line mechanical support, responding support queries and mechanical matters by E-Mail, telephone and other electrical devicesmedium
• Maintain a high stage of clientele service for all support queries and adhere to all service administration principles
• Take ownership of client difficulties and be proactive when considering with client issues
• Direct on-site Engineers to double-check restoration of the mesh insidecharacterised SLAs
• Escalate difficulties to the Tier 2/3 engineers when appropriate
• Liaise with vendors where essential in alignment to determination vendor-related issues
• Monitor advancement contrary to clientele SLA’s to double-check clientele service grades are achieved
• Maintain & evolve mechanical skills/certification requirements
• Willingness to work moves encompassing weekends

• At smallest 18 months networking know-how with CCNA or matchingpreferred
• At smallest 1 years know-how of establishing, organising and configuring VMWare ESX (v4 or v5)
• Good comprehending of widespread networking protocols/technologies for example Ethernet, ATM, TCP/IP, OSPF, DSL, IPSEC, HTTP/HTTPS, FTP, DNS, iSCSI
• Use of call logging software
• Knowledge of Firewall idea and functional application.
• Knowledge of Security Products – Proxies, IDS/IDP, Switch ACL control
• Knowledge of Layer-7 Appliances – QoS administration, idea and enforcement
• Knowledge of Windows, Linux, Unix encompasses networking with them

Candidates should furthermore possess;
• A Desire for High clientele satisfaction
• Excellent Telephone Manner
• Excellent documentation skills
• Good interpersonal abilities – proficiency to deal with a kind of persons, both accomplished and unskilled
• Team contestant – works well with other ones on their move, group and out-of-doors contacts
• Excellent pursues through – extend certain thing through to completion
• Ability to discover from past undertakings and experiences
• Ability to function in a high-stress environment
• Excellent difficulty explaining abilities – can consume all avenues in a sensible time span of time before escalating


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