Support Engineer

My client is looking for 2 Support Engineers with a passion for understanding new technologies and a real desire to learn within it's busy team based in Cirencester. As a market leader in their field, they cover a wide range of markets including Air Traffic Management, Defence, Law Enforcement, Command & Control and Courtrooms. The products are cutting edge technologies providing audio and visual recording and analytics, voice identification, language identification, speech to text and video analytics.

The successful candidate will be required to provide technical support to our customer base via the support telephone line, and conduct site visits when required to implement solutions. Assist in repairing our recording system hardware and software. Assist in providing technical assistance to system users, both internally to the company and externally to customers.

Due to the bespoke nature of the product involved with this role, full training will be provided however this is not an entry level role.

Key Responsibilities

Ensure that all support requests to the Technical Support Department are logged in our database correctly
Work to provide a high level of technical assistance to customers by becoming an expert in the technologies relating to the company's products
Assist in diagnosing and repairing hardware/software problems that are experienced by the customer whilst the company's product is in service
Represent the company in a professional manner whilst visiting customer sites
Attain customer feedback and implement it effectively to help continually improve the department
Provide assistance to other departments in relation to issues arising from support contacts
Travel nationwide and occasionally overseas should be expected, sometimes at short notice Key Requirements

Basic understanding of Windows Server Operating Systems
Background in providing Technical Support for a product (ideally B2B but not essential)
Ideally degree educated in engineering or computing discipline
Acceptance Testing
Basic understanding of how Audio/Video signals are transmitted, recorded, decoded and converted and an understanding of the different types of Audio Video connectors (BNC, line input etc.)
Microsoft SQL Server - A basic understanding of its function and operation
Self motivated, excellent analytical skills and abilities in fault-finding
Ability to work well in a small close knit team, deliver on commitments and complete work tasks to agreed time scales
Ability to manage difficult customer situations and to respond promptly and appropriately to customer needs
Strive to continuously develop knowledge and skills
Support and champion organisational goals, values, policies and procedures
Be able to work autonomously and demonstrate the desire and potential to develop within the business
Good working knowledge of Windows Operating Systems, MS Office Suite and computer hardware is essential
Educated to a good standard in an Engineering discipline Security Clearance

SC Level Security Clearance is required for this role therefore candidate must have lived in the UK for a minimum of 5 years Full Driving Licence required as travel to client sites may be required for this role.

Parkside Recruitment Ltd is acting as an Employment Agency in relation to this vacancy.Parkside Recruitment is an Equal Opportunities Employer.