Customer Support Engineer/Trainer

Based in Cambridge, UK with international travel involved

Objectives

This position requires an employee with solid experience in Radio, Ethernet, IP, E1 and ATM technologies. He/She has experience in providing customer support in person, over the phone and via e-mail. This position has no direct reports and usually works independently on the cases assigned to him/her. This position reports directly to the Head of Network Operations, SSA as part of the Global Service Delivery Group.

Key Areas of Responsibility

• Deliver classroom training to customers using structured formal training.
• Provide on-site customer training when required.
• Provide support during commissioning and deployment.
• Proactively maintain up-to-date understanding of all CBNL technologies and the products involved.
• Recognise support issues and customer complaints that need to be escalated and understand the correct escalation procedure.
• Able to re-produce bugs (in house) and follow the correct procedure for documenting them in order to get to a root cause of the problem.
• Network support and Integration of VectaStar in operator networks for both Trials and Final Network configuration.
• Assist with customer acceptance testing at customer premises.
• Trouble shoot customer problems using a variety of communication methods including face to face support, telephone support, remote access and e-mail.
• Provide feedback, evaluate and report any problems or observations made of the product to the Development and Sales Teams.
• Ensure that all records, specifications and procedural instructions are properly drafted and maintained in order to provide information to management and any other interested party as and when required.
• Provide advice on use of the CBNL product line and troubleshoot customer problems installing, commissioning and using CBNL products.
• Ensure knowledge gained through the resolution of customer issues is used to proactively develop the product offering.
• Will be required to be on a standby roster to facilitate 24/7/365 support services to our customers.
• Along with the Base stations and Customer Premises Equipment the VectaStar stable contains Element and Network management tools/platforms (EMS/NMS) which will also need supporting.
• Be able to provide support to customer on Performance and capacity management tools.
• Must be able to nurture a good and sustainable relationship with customer in the interest of providing superior support experience.

Person specification

Education and Qualification

Essential

• 2:1 degree in computer science or related discipline – experience and knowledge more important

Experience

Essential

• Knowledge and experience of providing product training to customers
• Knowledge and understanding of setting up IP networks in WAN and LAN environments
• Knowledge and understanding of setting up and testing E1 networks
• Knowledge of third party products associated with WAN, LAN, WiMAX and 2G/3G deployments
• Experience of Linux and Windows Operating environments, support and installation
• Good Knowledge of Radio (Wireless fixed access experience preferable)
• Experience of direct customer contact

Desirable

• Experience of system deployment and associated issues
• Network design (Ethernet, IP, E1 and ATM)
• Experience of setting up and testing radio systems and integration of Product into operating environments
• Development and production of Customer Documentation
• Development of acceptance test protocols
• Experience of Network Management including platforms such as HP Open view

Personal Aptitudes

Essential

• Able to work under pressure and to tight timescales

Special Aptitudes

• Excellent interpersonal skills with the ability to build and maintain effective working relationships with internal and external customers.
• Able to work under pressure, to tight timescales.
• Able to work on own initiative but aware of when to seek advice.
• Able to communicate ideas and solutions to field staff and customers clearly via phone, or written documentation.
• Professional style, self motivated and organised.
• Physically able to undertake the installation, maintenance and problem solving associated with this job, including climbing masts and ladders onto elevated structures.
• Able to undertake frequent international travel and share responsibility for on-call provision across the Customer Support team.

Apply for this position

If you are interested in this position please email Catherine Lee attaching your CV and a covering letter.