Technical Support Engineer
5 days ago
Job Overview
CMS Distribution is seeking an experienced Technical Support Specialist to join our team. As a key member of the 2nd line support team, you will provide technical support to customers, helping them resolve issues and take ownership of particular product sets.
Main Responsibilities
- To take ownership of product groups, ensuring sufficient knowledge and documentation are available for customers.
- To ensure customer issues are resolved in a timely manner.
- To provide 1st line technical support to advanced products, such as IPBX/Firewalls and key advanced Networking products.
- To assist the 1st line support team by being their point of escalation and providing help and advice to resolve queries.
- To escalate more complex problems to the appropriate 3rd line support teams in line with escalation procedures.
Key Skills and Qualifications
- Excellent customer service skills and telephone manner.
- Excellent oral and written communication skills.
- 2-3 years' previous experience in a technical support role.
- Excellent understanding of Ethernet, Routing principles, and PC operating systems.
- Good working knowledge of TCP/IP, IPv4, DNS, DHCP, SNMP, FTP, IPv6, VPN, IPSec, PPTP, L2TP Routing, ADSL, VDSL, VPN, QoS, failover, load balancing, VoIP, IPPBX, SIP, RTP, 3G, ISDN, PSTN, codecs, Ethernet switching, Gigabit, multicast, VLAN, PoE, QoS, Wireless Networking, IEEE 802.11bgn, WPA, SSID, WDS, WPS, dual band, Web Content Filtering.
- Educational degree level in Computing, Maths, or similar IT certifications desirable.
About Us
CMS Distribution values diverse opinions and perspectives, welcoming candidates from all backgrounds. We believe a diverse and inclusive workforce enriches and is integral to the success of our company.
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