Sales: 0161 925 1980

Siemens Technical Support Engineer

Posted on September 25, 2012

PURPOSE OF THE ROLE:

To provide post and pre technical support to our internal staff and customer account base across Nycomm.  A high level of Pre & Post Sales technical performance is expected in this role.  The position requires an extremely effective and proactive communicator capable of prioritising and managing multiple complex tasks efficiently.

KEY RESPONSIBILITIES

  • To provide pre and post sales support to our internal staff.
  • To provide pre and post sales support to our customer account base and prospective new customers including solution advice.
  • To ensure that all support calls are answered promptly and inline with departmentalSLA’s.
  • To attend training courses at the discretion of department management.
  • To test and evaluate new products at the discretion of department management.
  • To ensure the technical support portal (ticket database) is updated after every call.
  • To disseminate technical documentation at the discretion of department management.
  • To escalate problems to Product leads / Manufacturers when required and to update customer, department management and tech portal accordingly.
  • Participate and attend dealer’s days, road shows, etc when required and help promote the Nycomm and supplier relationship.
  • Provide internal and external presentations, demonstrations, training and material relevant to parties to raise the awareness and technical ability for our suppliers’ products.
  • Develop and maintain good, effective working relationships with all internal and external contacts.
  • Fully understand and adhere to all relevant Nycomm processes.
  • Maintain full, honest and timely records.
  • Respond to management requests in a timely manner.
  • Prepare and deliver all relevant information / reports as defined by your manager.
  • Undertake all training required by Nycomm to develop the role as required.
  • Be willing to undertake all relevant supplier and technology accreditation certifications

ESSENTIAL SKILLS & QUALITIES:

  • Excellent communication skills.
  • Self motivation.
  • Ability to work as part of a team.
  • Positive, confident and organised.
  • Receptive to change including technology and product changes.
  • Ability to cope under pressure.
  • Ability to understand customer requirements.
  • Ability to handle multiple support calls and prioritise these effectively.

QUALIFICATIONS / RELEVANT EXPERIENCE:

Essential

  • Product Specific training courses.
  • Good understanding of general telecoms jargon and terminology.
  • Knowledge of LAN  / WAN ‘s, VoIP, Networking, ISDN, PSTN, etc.
  • General Fault Finding skills and process skills.
  • Confident fact to face presenter / demonstrator.
  • IT Literate especially with Microsoft Packages.

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