Product Support Engineer Permanent

Product Support Engineer

Cambridge, England, United Kingdom · Engineering

DESCRIPTION

StarLeaf is looking for a Product Support Engineer to join its awesome team in Cambridge. Our Global Support Team has grown significantly over the last couple of years and will continue to do so as we scale. You will be the second Support Engineer in our Cambridge office and will be supporting our Teamline arm of the business which was recently launched.

About StarLeaf

StarLeaf is a fast growing, innovative video conferencing company that offers business communication solutions across the globe. Regularly ranked as one of the fastest growing tech companies by Deloitte and recently named 36th on the Sunday Times Tech Track 100. We are growing and want ambitious people to join the team and help us succeed.

Our culture is one of collaboration, inclusion, creativity, and support. This culture permeates everything we do, across all our teams and all our operations. We believe everyone at StarLeaf has a part to play in our success, and that everyone should be rewarded for their contribution. This is why every single StarLeaf employee becomes a shareholder!

Specific Responsibilities

As a Product Support Engineer, you will have strong customer facing skills combined with good computer and networking skills.

Aspects of the role include:

• Provide Support to customers in person via phone, video and email.
• Troubleshooting issues using extensive logging.
• Troubleshooting hardware, software and network problems.
• Reproducing issues and investigating causes with test infrastructure.
• Technical liaison between the local development team and the wider support organisation.
• Support the resolution of problems with video conferencing room installations and helping customers and partners optimise their audio and video experience.
• Comprehensive root cause analysis, fault finding and log sequence analysis.
• Responsibility for client updates on tier 3 incidents.
• A passion for knowledge and learning in the IT industry; keeping up to date with the latest trends and solutions.
• Developing and supporting internal systems.

REQUIREMENTS

• Previous work experience in a Product Support and/or a 2nd/3rd line Support role.
• You will have previously provided support for an in-house product.
• Capable of in-depth troubleshooting.
• A drive for providing the best customer support.
• Passion and experience using technology.
• Excellent interpersonal, customer service and communication skills.
• High level of organisational and planning ability and attention to detail.
• Ability to solve problems taking a large number of factors into account.
• Willingness and aptitude to quickly learn new skills, be a self-starter and team player.
• Understanding of computer networks and software development practices.

DESIRABLE

• Knowledge of video conferencing and/or relevant accreditation’s
• Excellent analysis and troubleshooting skills to cover a wide variety of technologies –
  • Windows Server
  • Office 365 and associated products and services such as Skype for business, Yammer, Intune, SharePoint etc.
  • AzureO365ActiveDirectory
  • Exchange
  • Citrix
  • VMware (ESXi)
  • Hyper-VLync
  • Linux or MAC OS
  • Networking
  • ITIL aware