Join to apply for the Technical Support Specialist role at CMS Distribution
Continue with Google Continue with Google
Join to apply for the Technical Support Specialist role at CMS Distribution
Job Purpose Summary
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 particular product set and writing FAQs, testing firmware, and being an escalation point for your specialist product group. Also taking ownership of incidents and ensuring they are solved in a timely manner.
Job Purpose Summary
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 particular product set and writing FAQs, testing firmware, and being an escalation point for your specialist product group. Also taking ownership of incidents and ensuring they are solved in a timely manner.
Role Responsibilities
* To take ownership of product group to ensure there is sufficient knowledge and documentation available for customers
* To ensure customers issues are resolved in a timely manner.
* To provide 1st line technical support to advanced products such as IPPBX/Firewalls 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 carry out any other duties in line with technical or business requirements
* 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
Additional Responsibilities
Skills & Personal 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.
* 2-3 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
Technical Skills
* TCPIP, IPv4, DNS, DHCP, SNMP, FTP
* IPv6, Any skills advantageous
* VPN, IPSec, PPTP, L2TP
* Routing, ADSL, VDSL, VPN, QoS, failover, load balancing.
* VoIP, IPPBX, SIP, RTP, 3G, ISDN, PSTN, codecs
* Ethernet switching, Gigabit, multicast, VLAN, PoE, QoS
* Wireless Networking, IEEE 802.11bgn, WPA, SSID, WDS, WPS, dual band
* Web Content Filtering
Educational
* Degree level in Computing, Maths, or similar
* IT certifications desirable, e.g. MCSE, CCNA, CompTIA A+
Key Traits
CMS believes that a diverse and inclusive workforce enriches and is integral to the success of our company. We value diverse opinions and perspectives, and therefore welcome candidates from all backgrounds including but not limited to, ethnicity, gender, age, nationality, culture, religious beliefs, sexual orientation and neuro-diversity.
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Full-time
Job function
* Job function
Information Technology
* Industries
IT Services and IT Consulting
Referrals increase your chances of interviewing at CMS Distribution by 2x
Sign in to set job alerts for “Technical Support Specialist” roles.
Continue with Google Continue with Google
Continue with Google Continue with Google
Leeds, England, United Kingdom 3 months ago
Leeds, England, United Kingdom 1 week ago
Leeds, England, United Kingdom 1 week ago
Leeds, England, United Kingdom 1 week ago
Leeds, England, United Kingdom 1 week ago
Harrogate, England, United Kingdom 1 day ago
Leeds, England, United Kingdom 1 week ago
Harrogate, England, United Kingdom 1 day ago
Leeds, England, United Kingdom 1 week ago
Sheffield, England, United Kingdom 1 week ago
Sheffield, England, United Kingdom 1 week ago
Huddersfield, England, United Kingdom 2 months ago
Batley, England, United Kingdom 2 weeks ago
South Yorkshire, England, United Kingdom 13 hours ago
Sheffield, England, United Kingdom 4 days ago
Barnsley, England, United Kingdom 15 hours ago
Field Service Technician / Engineer - Bradford
Sheffield, England, United Kingdom 4 days ago
Batley, England, United Kingdom 1 day ago
Batley, England, United Kingdom 1 month ago
Sheffield, England, United Kingdom 1 week ago
Leeds, England, United Kingdom 1 month ago
Wakefield, England, United Kingdom 1 day ago
Leeds, England, United Kingdom 3 months ago
Sheffield, England, United Kingdom 20 hours ago
Batley, England, United Kingdom 1 month ago
Senior Technical Application Service Specialist
Leeds, England, United Kingdom 1 week ago
West Yorkshire, England, United Kingdom 2 days ago
We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr