Managed Hosting for Dynamic Enterprises
Senior Customer Support Engineer
Reporting to: Customer Support Manager
Based: London
Job Purpose
The role of the Senior Customer Support Engineer is responsible for providing Third Line Support of NTT Europe’s ICT customers by telephone, email and online tickets. The role requires excellent technical skills across a wide range of Internet technologies combined with a clear commitment to the provision of high quality Customer Support. The role will include Third Line Support of Servers, Load-balancers, Firewalls, NAS (Network Attached Storage), Content Delivery and other devices; training will be provided where appropriate. In addition, the role will also be responsible for the coaching of other technical staff to ensure that Support standards are adhered to.
Responsibilities and Duties
- Work proactively to ensure prompt resolution of Support cases and the highest possible levels of customer satisfaction;
- Handle technical escalations from Second Line Support;
- Manage escalations to internal Technical Architects or third-party suppliers;
- Provide accurate and timely diagnosis and rectification of customer faults
- Build a thorough understanding of customer solutions, especially top-50 and Premier Service Manager assigned customers to provide the highest levels of support to NTT Europe Online’s highest value clients;
- Carry out Scheduled Maintenance on customer solutions in accordance with established Change Control best practices;
- Perform final Support QA of complex hosting platforms before handover to customers;
- Deliver effective and detailed documentation for the support of solutions;
- Build effective relationships internally and externally;
- Identify the need for change and drive forward improvements.
Skills and Experience
The candidate must be able to demonstrate:
- Working in line with Best Practice in complex environments and within tight time constraints
- Management of effective and timely problem resolution.
- Drive and energy to achieve desired results
- Understanding and managing our customers expectations
- The ability to adapt and influence in a rapidly changing environment
- The ability to create a customer thinking environment.
- Excellent prioritisation and communication skills
- The ability to develop and build relationships.
- The ability to communicate in a clear, concise, understandable manner and listen attentively to other in providing instructions
- Strong interpersonal, communication, organisation and follow-through skills
- The successfully support of complex technical solutions
- Proactively tackling customer problems
- Proactively sharing knowledge and information
Required technical skills:-
- Windows (2003 and 2008 Server)
- Linux (Debian and Red Hat Enterprise)
- Solaris (9 and 10)
- Cisco switches/routers – CatOS and IOS (inc Hybrid modes)
- DNS/BIND
- HTTP/FTP technologies (including Caching and reverse proxy)
Additional desirable technical skills (must have 3 or more):-
- IPSec/VPN
- •Load balancing concepts (preferably Alteon platform)
- NAS concepts (Preferably Network Appliance Filer platform)
- Firewalls (packet filters, stateful, application)
- An understanding of database principles (SQL)
- Veritas Volume Manager
- SMTP (preferably exim or sendmail)
- TCP/IP
- Documentation skills
- Clustering Technologies
- Virtualisation (VMware ESX preferable)
Education
- Demonstrable industry or academic experience;
- Certifications in relevant technology areas such as MCSE, RHCT/RHCE, Solaris/Linux, Network infrastructure (VPN’s, firewall, load balances), CCNA/CCNP/CCIE, CCSA/CCSE.
