Job Details

Application Support Engineer

MBR Partners
MBR Partners
Our client is a leading telecom software vendor providing network and service management solutions to Mobile Telecoms Communications Service Providers like Vodafone, Telefonica and Deutsche Telekom. The client is at the cutting edge of today’s global transformation to digital and is leading the industry with innovations in NFV / SDN / Telco Cloud, 5G and IoT.
The client is around 250 with its global HQ being based in Slough, although this role may often be located at a key client location in Newbury (when things return to some normality - at the moment the role is 100% remote).
The client is looking for 1-2 years of experience in a customer-facing technical support role.
The role:
The main purpose of role The key role for a support engineer is to provide excellent proactive support in line with each customer contract. This will require a combination of 1st and 2nd level support of customers. Each team members will take responsibility for their assigned calls, manage each request correctly, respond efficiently, and communicate clearly toensure the customer's complete satisfaction.
Team members will also contribute towards the ongoing transformation of our products and services, working with other members of the operations team and developers in an agile environment.
Key Role Responsibilities? Remote installation and testing of products.? Liaise with 3rd party suppliers to troubleshoot software and hardware problems including Clouddeployments.? Responsible for taking over customer systems from R&D or PS and own all aspects of support and maintenance of my client's solutions from the point of customer acceptance.? Responsible for delivering to customers SLA agreement.? Understanding the commitments and SLA agreements with each customer and take ownershipof ensuring that steps are taken to deliver the services in an efficient manner.? Understanding the working practices and tools and taking ownership of using the tools andinfrastructure to effectively deliver the service.? To understand the quality processes and make quality a priority in the delivery of solutions to customer queries.? Providing remote support and on-site support.? Participation in out of office hours support as required.? Proactive review and periodic checks of assigned installations and recommending fixes/solutions.? Perform system health checks and performance tuning as well as capacity planning.? Providing daily system reports with explanations of any abnormality.? Tracking and reviewing R&D projects to ensure systems are designed with supportability in mindand that appropriate support packs are in place when installation goes live.? Advise customers on the use of product features, functions and interface.
The Person
? Communicates effectively and professionally (clearly, concisely and appropriately) both orally and in writing.? Proficiency in a customer support role with a proven record of trouble shooting.? Demonstrates analytical, problem solving skills.? Able to diagnose problems and quickly identify fixes to defects.? Able to accurately follow written and verbal instructions in English.? Able to work alone unsupervised on complex problems but also work within a global team helping others with clear reports and requests for assistance when needed.? Works in a structured, organized and pro-active way. Gathers and organizes information. Demonstrates the ability to prioritize own activities, to plan ahead and to multi-task as appropriate.? Strives to meet agreed schedules at all times and works well even with tight deadlines.? Takes ownership of own tasks. Demonstrates personal commitment to achieve assignments and project targets.? Server command line proficiency (ideally Linux)? Database query working knowledge (ideally Oracle)? Windows troubleshooting experience (ideally Java applications)
? Understood how modern cloud computing works with the advent of hyper-mobile devices, IoT and the need for quicklydeployed networks? Working knowledge of Cloud technologies (AWS, Openshift - OCP commands)? Experience trouble shooting a complex data environment
Minimum degree or equivalent qualification in any IT, Engineering or radio communication discipline.Your ability to demonstrate a high level of IT competence is key for this role. We will expect you to evolve and learn new technologies while working as part of a busy support team.

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