A key member of the support team, your main duties are to provide technical support to our customers, including resellers, dealers, and end users in helping them to resolve technical issues.

Role Responsibilities

Main Duties

To take ownership of customers issues, ensuring they are resolved in a timely manner.
To provide 1st line technical support, answering support queries on the telephone, and responding to support Email queries.
To escalate more complex problems to the appropriate Technical Support Specialist in line with escalation procedures.
To maintain a high degree of customer service for all support queries and adhering to all Standard Operating Procedures.
To log all answered calls on the call logging system.
To respond to Email queries from customers in a timely manner.
To provide pre-sales technical support to customers, & internal sales teams.
To process product returns received in the Service Centre, dealing with queries and ensuring product repairs are carried out in line with establish procedures, and items are returned back to customers in a timely manner in accordance with established procedures
To carry out product testing and customer setup replication
To identify and write product FAQ documents to publish on the company web site
To carry out any other duties in line with technical or business requirements

Additional Responsibilities

Skills & Personal Attributes

Key Attributes

You should be customer service orientated, polite, thoughtful, and courteous with an excellent telephone manner
Excellent oral and written communications skills as most of your work involves speaking to customers on the telephone or responding to Emails by writing technical instructions.
1-2 years’ previous experience in a technical support role
Excellent understanding of the technical fundamentals of Ethernet Routing principles
A very good working knowledge of PC’s, and MAC’s would be advantageous

Technical Skills

TCPIP, Class A, B, C (IPv4), DNS, DHCP, SNMP, UDP, FTP
IPv6, Any skills advantageous
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(2), SSID, WDS, WPS, dual band
Web Content Filtering

Educational

Degree level in Computing, Maths, or similar
IT certifications desirable, e.g. MCSE, CCNA, CompTIA A+

Key Traits

CMS believes that a diverse and inclusive workforce enriches and is integral to the success of our company. We value diverse opinions and perspectives, and therefore welcome candidates from all backgrounds including but not limited to, ethnicity, gender, age, nationality, culture, religious beliefs, sexual orientation and neuro-diversity.

CMS Distribution

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Technical Support Engineer