Support Engineer

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Network Support - (HTTS - ITIL - Global Technical Centre) - Feltham - 6 months Our client, a market leading multi-national technology company are looking for a Support Engineer, to join them on a customer based project based in Feltham. The assignment is an initial 6 month contract and can offer a competitive daily rate via PAYE Job Description

* Supports delivery of High Touch Technical Support (HTTS) program to major accounts, or Global Technical Centre (TAC) where applicable

* Ensures follow-up and closure of critical problems with large strategic customers

* Uses standard tool to receive alerts and monitor status of new customer service requests (cases) pushing through to resolution

* Regularly interacts with Cisco's customer and internal teams in a coordinated fashion to ensure problem resolution

* Maintains a good relationship with the customer during the course of the problem resolution process through the effective use of email, telephone, NetMeeting, video conferencing and other collaboration methods

* Co-ordinates root cause/operational analysis in conjunction with the High Touch Engineer (HTE)

* Carries out reporting, SLA calculations and trending analysis

* Holds or contributes to Service Reviews with the customer

Builds and maintain business relationship with clients by providing prompt and accurate service so as to promote customer loyalty. First point of customer contact for general inquiries like pricing, products, scheduling etc. Ensures delivery of excellent customer service through fast and accurate processing of orders, communication, and coordinating with other departments to resolve inquires. 5 years of experience are required.

Required Background

Candidate must be a self-motivated individual that is dedicated to exceeding client expectations, be willing to contribute to team efforts, and must possess strong communication and interpersonal skills:

* Initiative taker and has the ability to work outside of process

* Experience in a support environment

* Work with HTTS/TAC, Duty Managers and BU (Business Unit) Development Engineers (DEs) to review potential product or software defects and obtain fixes

* Has a technical and networking understanding, but primarily has the ability to leverage the technical expertise of others

* Leverages and contributes to Virtual Teams

* Questions ways of working and suggests improvements

* Independently coordinates and executes tasks

* Uses technical understanding to work with HTTS/TAC and BU DE to create a recommended solution, and to understand the business impact to the Customer

* Solid understanding of business processes and requirements in a support environment and in the customer's organisation

* Excellent written and verbal communication skills, across culture

* Ability to work successfully as a team member in a cross-functional matrix environment

* Results driven and customer focus

* Commercial and contractual understanding is desirable, but not essential

Cisco Architecture & Technology Knowledge

* General understanding of networking technologies and services

Educational Background Recommended

* Typically requires a university degree or equivalent experience in a similar role

* 3+ years' experience in a network engineering, customer service delivery or telecommunications support environment

* ITIL v3 Foundation essential, ITIL Service Operations highly desirable

* CCNA/CCENT is desirable, but not essential