Principal Technical Support Engineer
Principal Technical Support Engineer
£85,000 to £100,000 p.a.
Fully Remote from the UK
Fantastic opportunity to join this well established, successful global network and communications company, that builds and delivers purpose-driven networks. Their Venue and Campus segment focuses on enabling wireless and wired connectivity across complex and varied networks. They offer dedicated engineering and Customer Service and Support (CSS) resources to customers across a spectrum of verticals including – hospitality, education, smart cities, government, venues, service providers etc.
We are looking for a Principal Technical Support Engineer to join the Technical Customer Experience Centre (TAC) to act as the key contact and escalation point for premium enterprise wireless customers, providing the very highest levels of service and issue resolution. This role is a Virtual role and can be based anywhere in the United Kingdom.
We need a wireless technical expert who is a critical thinking creative problem-solver and is excited by variety and change and can come up with creative solutions. You will work directly key accounts, using outstanding communication and customer management skills. Taking ownership of network issues reported by your assigned accounts in to quickly restore service and provide problem resolution – maintaining excellent communication and engagement with the customer, field teams and management throughout.
Another vital aspect of the role is reproducing customer reported issues in a lab environment and working with engineering on new and existing defects, plus proactively engaging with customers to support upcoming changes.
As Principal Technical Support Engineer you will share your expertise by developing knowledge articles, guides and internal training, and coaching and mentoring within the team.
Required Skills and Experience
- Bachelor’s degree or diploma in a computer-related field
- 8+ years’ experience in the networking space, with excellent technical knowledge of wireless networking
- 5+ years’ work history in an enterprise Technical Assistance Centre (TAC) environment.
- 10+ years’ experience providing technical support to direct customers, resellers, and field teams in resolving in-company product-related issues. Fixing and resolving complex Layer 2/3 issues in multi-vendor environments.
- 5+ years’ experience fixing STP, ACLs, VLANs, Multicast, VRRP, RIP, OSPF, BGP, IGMP, Stacking, MCT, IPv6, VoIP, SNMP, Port Security, Radius, AAA.
- You may be requested to work a ‘staggered work week’, i.e. Sunday through Thursday or Tuesday through Saturday, and must have flexibility in work hours to work on customer issues
- Must be available for inclusion in rotating on-call roster, typically around 1 weekend every 6 months.