Technical Support Engineer (m/f)

Enghouse Interactive Customer Support assists its customers to deliver world-class services to its clients by analyzing and responding to issues and enquiries in a timely, accurate and professional manner.

 

Position Overview

  • Reporting into the Technical Support Manager, you will be part of a team of highly experienced engineers in products, systems implementation, application management and advanced troubleshooting.
  • This role carries a requirement to communicate externally with Partners and end Customers.
  • Internal interactions with various departments at all levels is necessary and encouraged.
  • The position will also form part of a call-out roster to ensure 24x7 support for the CCSP platform.

Key Responsibilities:

  • Respond appropriately to Technical Support requests via telephone and email from our resellers and customers
  • Triage and assess in a timely manner and plan proactive investigations of faults through to resolution. Always ensure that the customer experience is forefront in your mind and that timescales and expectations are set and met appropriately in line with SLA
  • Provide hands-on technical support & trouble shooting VOIP applications/issues
  • Identify the root causes of multiple alarm and fault indications
  • You will be an integral part of the Development Support Process owned by the Technical Support Manager. Therefore, you must ensure all issues escalated through this process are managed closely via structured process and daily updates
  • Provide an advanced level of analysis of logs and traces to establish root cause
  • Replication of symptoms and faults in lab environment
  • Ensure trouble tickets are updated regularly as well as keeping customers/partners updated on fault resolution progress at all times
  • You may from time-to-time be required to participate in Partner Service Reviews lead by CS Managers to assist with developing Key Relationships
  • Write technical reports on critical service affecting incidents
  • Identify and liaise with appropriate Technical Support groups to facilitate timely resolution of emergency issues
  • Ensure you have considered that other areas of the business may require exposure to faults and issues you may be working on for key partners and customers. e.g. Sales, Product Management, Development
  • Assist with the compilation of customer focused reports measuring the operational performance against pre-determined criteria
  • Conduct, professionalism and courtesy are key requirements when dealing with customers in both written and spoken formats

Key Requirements:

  • Must possess a minimum of 3 years Technical Support and/or IT exposure/experience
  • Network Support experience with tangible on the job knowledge of LAN/WAN, TCP/IP & VoIP.
  • Knowledge of Telephony, Voice Communications, and VoIP (SIP / H.323)
  • Experience with Microsoft client and server systems (O/S, SQL, Exchange, IIS, Active directory)
  • An understanding of Active Directory structures
  • Creating Lab environments on physical and virtualised equipment
  • The ability to work well in a team of skilled technical specialists but to also have the initiative to work alone and proactively manage workload
  • Interpersonal skills are important in developing relationships with other key engineering groups both internal and external to the business
  • Ability to communicate at all levels both written and verbal to facilitate accurate and timely report generation and responses
  • Strong Customer Service Focus with the ability to listen, assess the situation and provide an exceptional customer experience
  • Strong troubleshooting and diagnosis skills
  • Ability to travel on occasions both locally and internationally

Advantages:

  • BSc/BA (Electrical Engineering, Computer Science, or Computer Engineering) preferred
  • An ability to investigate and query SQL databases
  • Any programming knowledge in a web-based environment
  • Experience in one or more of the following: Contact Centre, VOIP PBX and IVR
  • Knowledge in Networking / TCP IP protocols
  • Microsoft certification would be of benefit and preferred: MCSA/MCSE, MS SQL Server

What we offer:

  • Very competitive salary based on knowledge and experience
  • Work in a dynamic and progressive international environment

 

Position Type: Full-Time
Work Location: Zagreb

CV should be sent in English language.

Apply via web page Technical Support Engineer (m/f) or send your resume to posao@enghouse.com