Customer Support Engineer - UK.

Main purpose of role

To establish and provide high levels of Customer satisfaction by actively resolving issues relating to the products. The position will also perform the management and control of product field upgrades/ software enhancements and the provision of class-leading global support for the duration of the product’s life-cycle.

To be responsible for the pre-delivery configuration of all products, keeping accurate records of all delivered systems and actively contributing to the Company’s process of continuous improvement. 

To play a key part in supporting our Value Added Reseller channel, system integrators and other third parties by building relationships, providing technical assistance and giving on & off site training and help. 

To contribute to the maintenance of the internal IT infrastructure.

This role is intended to develop as the business grows and the successful applicant will have the potential to initiate change and to lead the definition through implementation of future operational processes within the organisation.

Main functions and responsibilities

The successful applicant will possess the skills necessary to:

Provide front-line system support via in-person, telephone, email and web based CMS for a range of products and their integration requirements to external and internal customers in accordance with our SLA.

Recognise, understand and clearly communicate product & system issues and their resolution where equipment is integrated with other third party products and systems in a facility.

Be able to describe problem detail and solution options to customers with a wide range of technical understanding.

Diagnose problems with servers running Windows operating systems in a networked environment, and have the ability to carry out the appropriate repair or reconfiguration.

Be involved in the final stages of Customer on-site commissioning to enable a smooth Sales hand over and manage any customer issues during this process.

Prioritise work and give professional updates to customers on time scale expectations.

Generate, amend and update Service documentation and customer records as required.

Participate in Continuous Improvement activities and provide information for process KPIs.

Liaise with Sales teams on up-coming deliverables.

Assemble system configurations and perform pre-delivery conformance testing of product to approved specification and standard operating procedures.

Keep accurate records of assemblies, software & hardware levels, faults found and repairs carried out, customer configuration details, licence information and conformance records & be responsible for stock control through company inventory systems.

Provide cover for Support staff when absent from other offices (within local office hours).

Contacts, internal and external

Internal: 

Customer Support and Service team, Sales (and Presales), R&D, Purchasing, Test and Product Management.

External: 

Customers, Strategic Partners, System Integrators, Value Added Resellers, Dealers and third party equipment suppliers.

Qualifications, knowledge, experience

Essential:

A formal recognised qualification in Computing or Electronic Engineering at Degree level.

A comprehensive knowledge of data networks and Windows operating systems.

An excellent familiarity of systems deployed with Windows operating systems.

A good working knowledge in installation and troubleshooting of server/PC hardware gained over 2 years.

An effective and practical understanding of TCP/IP networking gained over 2 years.

The proven ability to diagnose and resolve complex technical system issues gained over 2 years.

First-rate communication skills along with a systematic & methodical approach to their work.

Microsoft Word, Excel and Outlook.

Preferred:

Working within a customer facing technical application support role.

Experience of file based video/audio formats.

Experience of digital and analogue video/audio technologies and World-wide TV standards.

Experience of the Ingest & Post Production environment.

Experience of broadcast Workflow requirements.

Experience of using test equipment.

Additional information

This role may require occasional international travel and regional trips.

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