Field Application Engineer

KB220621 | Permanent | East Europe | €40k Basic + Car Allowance


Overview

The Field Application Engineer will provide outstanding and professional technical support to the company’s customers during implementation and service delivery. This post-sale technical role will require the Field Engineer to diagnose and resolve T2 / T3 service delivery issues as well escalating them accordingly. It is essential to have at least 3 years proven experience of working within a customer facing, technical role. The ideal candidate will have strong knowledge of all Telecommunications/ UC & Voice technologies as well as outstanding troubleshooting skills.


Responsibilities & Requirements

Responsibilities

  • Take ownership of the entire resolution cycle, from responding to initial reports, through to solution delivery.
  • Support the company’s partners and customers according to SLAs.
  • Take part in remote sessions.
  • Assist in Debugging and troubleshooting.
  • Reproduce reported issues in the lab.
  • Ensure high customer satisfaction throughout.
  • Liaise with the development teams to improve the solution.
  • Support external customer support accounts.
  • Be involved in handling of tickets and Professional Services activities.
  • On-call duties as required.
  • Act as the first point of contact for customers and communicate between all other internal contacts.
  • Off-hours support and some overnight travel within EMEA as required.
  • Provide pre-sales engineering activities, customer training and POCs as required.

 

Requirements

  • Must be degree education with qualification in Computer Science, Electrical Engineering or Telecommunications.
  • 3+ years in a previous technical customer-facing role.
  • Solid, extensive experience working with Voice & UC technologies, VoIP protocols, Data networking equipment, TCP/IP and MS Servers.
  • Able to write technical/project documents and application notes.
  • Excellent English skills, both verbal and written.
  • Proven experience of providing excellent support to customers as required.
  • In-depth knowledge of the products and environments being supported, it’s processes and requirements.
  • Strong team player.
  • Previously worked with Microsoft UC solutions.
  • Solid SBC experience.
  • Previous Telephony and Data Networking experience.
  • Previously worked in a Telephony/ Voice Communication system/ solutions vendor or service provider.



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Posted by

Kirsty Bottomley

Position: Junior Headhunter and Lead Researcher


  • Tel: +44 (0)115 838 9496
  • kirsty.b@fullbrookconsulting.com

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