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Customer Service Engineer

2 months ago

Northampton, Northamptonshire, United Kingdom Uniting People Full time
About the Role:

We are seeking a highly skilled and experienced Customer Service Engineer to join our team at Uniting People. As a key member of our Field Engineering team, you will play a critical role in delivering exceptional customer service and support.

Key Responsibilities:
  1. Installation and Deployment: Install and deploy customer solutions at customer premises and data centre locations across the UK, ensuring seamless integration and optimal performance.
  2. Structured Cabling and Wireless Surveys: Design and implement structured cabling solutions and conduct wireless surveys to support the deployment of SDWAN and Voice handsets.
  3. Site Audits and Diagnostics: Conduct site audits and co-op diagnostics from remote customer sites to identify and resolve complex faults.
  4. Technical Support and Collaboration: Provide technical support and collaborate with internal and external teams to exceed customer expectations and meet Service Level Agreements (SLAs).
  5. Record Keeping and Asset Management: Maintain accurate records of equipment configurations and perform regular reviews and audits of existing records.
  6. Out-of-Hours Support: Provide out-of-hours on-call assistance to customers and provide on-site support and replacement of hardware as needed.
About You:
  1. You will be an excellent team player with a proactive mindset, able to work collaboratively with colleagues to achieve goals.
  2. You will thrive in an environment where you are trusted to work smart and work hard, with a passion for delivering exceptional customer service.
  3. You will have hands-on experience with implementation and support of various software and hardware peripherals, including UCasS, routers, switches, and firewalls.
  4. You will have hands-on experience with installation and configuration of UCasS solutions.
  5. You will have experience in structured cabling and wireless surveys.
  6. You will have an outgoing and welcoming personality, able to adapt to differing customer groups with ease, and take pride in providing a first-class customer experience.
  7. You will have a passion for delivering a customer experience that exceeds expectations.
Desirable Skills:
  1. Configuration and deployment of Horizon.
  2. Previous experience with technical support for Cisco, Polycom, or Yealink devices.
  3. Previous knowledge of Meraki deployment (SDWAN).
  4. Experience in performing structured cabling.
  5. Experience in performing Wireless Surveys/design.
  6. Installation of Cisco CPE.