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DrayTek

We have the vacancies below currently available and welcome applications and enquiries from suitable candidates. DrayTek is based in Borehamwood, Hertfordshire, near the town centre. Applicants should ideally be based within 30 minutes travelling time.

 

NO COMMERCIAL AGENCIES OR OTHER THIRD PARTIES - Personal applicants only.

 

Please do read the job description in full to ensure that you are fmailiar with all aspects.

 

In order to apply, please send your CV, cover letter and any other relevant information by email to This email address is being protected from spambots. You need JavaScript enabled to view it. - don't forget to state which job you are applying for. Thank you for your interest.

 

The following applies to all vacancies listed on this page, unless indicated otherwise:

 

  • Based in Borehamwood, Hertfordshire
  • Hours : 9am - 5:30 Monday-Friday
  • You must be a EU/UK national with full, permanent work rights for the UK

REF #0008 - 2nd Line Technical Support Engineer (Full Time / Permanent)

As a key member of the 2nd line support team, your main duties will be to provide technical support to our customers, helping them to resolve issues, but above all, taking ownership of incidents and ensuring they are solved in a timely manner.


Main Duties

  • To take ownership of customers issues, ensuring they are resolved in a timely manner.
  • To provide 1st line technical support to advanced products such as IPPBX, and key advanced Networking products; answering support queries on the telephone, and responding to support Email queries.
  • To assist the 1st line support team by being their point of escalation and providing help and advice to resolve queries
  • To escalate more complex problems to the appropriate 3rd line support teams in line with escalation procedures. Owning the incident and ensuring its timely resolution
  • 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, this will be in a backing up capacity
  • To carry out product testing as directed by the Technical Support Manager
  • To identify and write product FAQ documents to publish on the company’s web site
  • To carry out any other duties in line with technical or business requirements


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, and Routing principles
  • A very good working knowledge of PC’s, and operating systems, knowledge of MAC’s would be advantageous, as would Linux experience

You must also have excellent written and verbal communication skills in English, and be able to commute to Borehamwood within 40mins. For the successful candidate, we can offer a competitive salary (depending on experience).

To be considered for the role, please submit your CV for review..