[Scottish] Technical Support Engineer Vacancy

Andrew Jackson - edNET Technical Support scottish at mailman.lug.org.uk
Thu Apr 3 18:43:01 2003

edNET is a Scottish ISP which aims to provide quality internet access 
and hosting solutions to our customers. We currently have a vacancy 
within our company for a Technical Support Engineer:

Job description

You will be responsible for interfacing, primarily over the telephone,
with edNET customers to deliver technical support for edNET IP related
Products and Services.

Working Pattern
9AM - 5PM Saturday and/or Sunday

Task and responsibilities

Manage all incoming calls to the technical support line and either respond
directly to the user request or assign / escalate responsibility to a site
support team.
Answering customer requests for service and technical support via email
and fax.
Configuring customer accounts and services on the edNET servers.
Needs to have enthusiasm to further develop a personal and technical range
of skills to meet the company business needs.

Principal Accountabilities

1) To provide customer friendly technical support to edNET customers.
2) To do basic system administration.

Required knowledge

Linux, Windows NT/95/98 and MacOS experience (esp with the internet)
Being able to work with a wide range of internet applications.
Basic knowledge of Telecommunications and Telecommunications
Knowledge of modems.
Familiarity with PC workstations, operating systems, network technologies,
and working with a client/server environment.

Preferred Experience

Customer service or technical phone support experience
Help Desk software
TCP/IP troubleshooting experience (ping, tracert, nslookup, etc.)
Knowledge of network technology including routers, LANs, and WANs.
Knowledge in one or more of the following:
DNS, mail systems (POP3, SMTP, etc.), news systems
Knowledge of PERL, C, and/or Java

Personal attributes

Excellent communication skills.
Must have ability to help users via phone.
Good problem solving skills
Strong focus on premier customer service
Being able to work under stress
Flexible schedule to meet demands of an operational business.

If you are interested in applying for this role please email your CV 
with a brif cover letter explaining why you would be suitable for the 
role to andrewj@ednet.co.uk


Andrew Jackson
edNET Support
t: 0845 11 99 999
f: 0845 11 99 901


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