Job Description

Roles & Responsibilities

As a Technical Support Engineer, you will deliver high-quality support to our global customers, primarily working with Broadcom technologies. You will troubleshoot, diagnose, and resolve technical issues while ensuring an excellent customer experience.

Key Responsibilities

• Provide 1st & 2nd line technical support via email/telephone to our global customers, using initiative to help customers as much as possible. A percentage of calls will be of a complex technical nature.
• Resolve escalated support incidents from our customers and partners.
• Replicate customer configurations as required to troubleshoot complex errors.
• Progress simultaneous high-profile/high-priority issues.
• Undertake to develop and maintain technical skills in selected products.
• Undertake training to achieve and maintain accreditation in selected products.
• Attend and host remote support sessions with customers/vendors to diagnose faults, review configurations and resolve faults.
• Completely and accurately document all work activity in the customer support tracking system.
• Demonstrate superb customer service skills, being sensitive to customer concerns whilst managing the interaction in a confident manner.

The ideal candidate would be someone passionate about networking, security, Linux and all things technical.br>In this role you will have the opportunity to acquire lots of new skills, so it's important that you are keen to learn and embrace new technologies and commit to rapid skills development.

Desired Candidate Profile

Required Skills & Experience

• Excellent English language skills both written and verbal.

• Previous experience in busy technical support departments.
• A thorough understanding of common networking protocols.
• Understanding of TCP/IP, routing, switching and related protocols, network environments and topologies.
• Display a thorough understanding of networking protocols.
• Administration, installation and troubleshooting of Windows or Linux based devices and networks.
• Excellent communication interpersonal and communication skills: face-to-face, telephone and written.
• Excellent customer service skills & strongly motivated to help customers.
• The ability to acquire skills and develop quickly is essential.
• Team player, able to solve problems and work effectively both within a team and individually as necessary.
• Flexibility to adapt to changing demands in a technical direct customer-facing role.
• Foreign languages skills (German, French or Spanish) nice to have.
• Willingness to work outside of normal business hours.