Siemens Technical Support Engineer

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.