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Customer Support Engineer (2nd line support)


  • Ref: CSE/CAB
  • Location: Poole
  • Type: Permanent
  • Hours: Full-time
  • Salary: Up to £26,000

Rock are delighted to be working with a leading National Telecoms Provider offering software solutions in a B2B environment. As a Customer Support Engineer your responsibility is to deliver outstanding technical customer service to clients to meet their contracted expectations.

About the role:

• Minimise the impact of faults and work to provide resolution to problems within the agreed SLA.

• Deliver on-going customer support including undertaking occasional customer site visits. This may be for the resolution of customer problems or upgrades.

• Maintain a record of the timely resolution of customer issues in Tracker, keeping a detailed record of the issue and the resolution to the Principles and Standards expected.

• Use of a PC for routine and reasonably complex tasks (data entry, file and registry structures, PC utilities, file management, batch file configuration and scheduled tasks).

• Installation/configuration/support of server based products and Microsoft Operating Systems.

• Installation/configuration of IT local and/or wide area networks either for an employer or customer.

• Delivery of IT support and or training to end users in an organisation.

About You:

• Experience of working in an IT related installation and support role ideally in a bespoke software solutions environment.

• SQL and Voice Technologies (VOIP, IVR’s, PBX etc.) are highly advantageous.

• Experience with PHP or similar.

• Consistently deliver a professional standard of regular verbal and written communication with customers, colleagues and suppliers.

• Diagnostics, repair and configuration of PC / Server hardware.

• Ability to prioritise workload, demonstrating good organisational and administrative skills.

In addition:

• Full driving licence and use of car.

• Implement and act in accordance with the Company’s Information Security and Acceptable Use policies.

• Satisfactory completion of pre-employment screening, including a NPPV3 check.

If you would like to apply, please submit your CV. All applicants will be treated in the strictest of confidence.


Camila Ancell-Begley
01202 237129


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