| Employment Type | Permanent |
|---|---|
| Location | Berkshire, Berkshire |
| Industry Sector | IT |
| Start Date | Immediate |
| Salary/Rate | 31 to 60k pa + excellent benefits |
| Reference | TB2208 |
| Date Advertised | 12-06-2008 - 10:50 |
3rd Line Product Support Engineer (31k to 60k)
Our Client is a leading supplier of high performance video conferencing infrastructure technology, including the development of sophisticated transcoding and bridging products, which allow users throughout the World to receive audio and video calls in true high definition. The 3rd Line Product Support Engineering team works as part of the R&D organisation alongside the Hardware and Software Development Engineers.
3rd Line Product Support Engineer (31k to 60k)
Our Client is a leading supplier of high performance video conferencing infrastructure technology, including the development of sophisticated transcoding and bridging products, which allow users throughout the World to receive audio and video calls in true high definition. The 3rd Line Product Support Engineering team works as part of the R&D organisation alongside the Hardware and Software Development Engineers. We welcome applications from exceptional candidates from graduate level upwards.
Graduate starting salaries are 31k per annum, which includes a student loan repayment of £4,500 per annum for 4 years. Experienced engineers can expect a salary of up to 60k per annum.
For such a technically demanding role, we are looking for outstanding recent graduates as well as experienced engineers who possess excellent problem solving and communication skills. You will be educated to at least graduate level, with an excellent degree from a recognised university together with an excellent secondary education. We are looking for individuals who are able to learn very quickly "on the job" and enjoy the challenge of rapidly assimilating new technology and products. The client facing nature of these roles means all candidates must have good written and verbal communication skills and be able to perform well, when under pressure. Prior customer facing experience is desirable, but certainly not mandatory.
Our client's rapid growth over the last few years has been impressive; in fact they have recently been voted the UK's 2nd fastest growing technology company by The Times. The team has expanded from just one person to five engineers over the last year and will double in size over the next year.
First and second line support is provided by an extensive and well established reseller network. Issues they cannot resolve are escalated to the Product Support team. Your role involves, investigating, solving and managing these difficult and challenging 3rd line issues. Video conferencing bridges sit at the heart of some very large and complex network infrastructures. With 50% of issues originating from third party products/systems or being network related, this role will challenge the most able of technical minds.
You will be required to work closely with R&D, the product test group, sales, the documentation team and resellers in replicating and diagnosing issues. You will be required to meet tight deadlines, sometimes under pressure whilst effectively managing priorities and communicating progress. Understandably the Product Support team has a high profile within the company.
Main duties and responsibilities
•Obtain a thorough understanding of the technologies relevant to product lines.
•Take ownership of support issues and ensure each one is managed through to the point that is it resolved to the customer's satisfaction.
•Reproduce customer issues in the support lab
•Help the software development team to reproduce problems
•Testing test builds and work arounds.
•Provide clear and accurate information on the status of support cases
•On occasion attend external test events to test products for conformance with relevant international specifications.
•Contribute to an ongoing program of process improvement.
•Assist the technical documentation group with content for the product documentation and support documentation
•Occasionally you many need to undertake on site visits at customer locations world wide
Desirable skills and experience
•A thorough knowledge of networking products and technologies (such as; TCP/IP, Ethernet, VoIP, Switches, Video codecs, ISDN, PBX, Cisco CallManager, Streaming, H.323 and SIP)
•Experience obtaining and interpreting Ethereal/Wireshark traces
•Experience in the video conferencing industry
•Experience working in a highly technical 3rd line support role
•Foreign language skills (all European and Asian)
•Experience troubleshooting issues on a customer site
Benefits Package
•Permanent Health Scheme providing long term disability cover
•Private Healthcare
•Death in Service Insurance which currently provides life insurance cover equivalent to 4 times basic salary
•Access to a Stakeholder Pension Scheme
•25 days holiday per year
| Recruiter: |
|---|
| D Tech |
| Contact Name: |
| Jason Downing |
| Telephone: |
| 01562 510410 |
