- Professional
- Oficina en Bracknell
Tier 2 Technical Support Engineer
Who We Are
Spectralink – The Enterprise Mobility Company – is the global leader in enterprise wireless communications. Since 1990, Spectralink Corporation has deployed over 3 million purpose-built devices to customers around the world enabling millions of workers to work smarter with more efficient and reliable enterprise communications. Spectralink solutions enable voice, texts, alarms, alerts, and key applications. They are highly interoperable with the leading enterprise call control, Wi-Fi access points, and workflow applications.
At Spectralink's Horsens location, we are proud to host the DECT Center of Excellence, dedicated to driving innovation and excellence in DECT (Digital Enhanced Cordless Telecommunications) technology. As a global leader in wireless communication solutions, Spectralink leverages the expertise and experience of our skilled team in Horsens to develop and enhance DECT solutions that deliver reliable, secure, and scalable communication for industries around the world.
Want to know the best thing about working for our company? The people. Working at Spectralink means innovation with authority and collaboration among industry experts with uncompromising integrity and agility. Our employees have a chance to make powerful contributions every day. If you have the skills and experience we’re looking for, this is an opportunity to be a part of something great! We want to hear from you if you possess the following skills and qualifications, and are ready to join our team of positive, authentic, dedicated and innovative thinkers.
Reports to: Matthew Perry, Technical Support Manager, EMEA
Role Overview: The Tier 2 Technical Support Engineer is responsible for helping the technical support team in providing exceptional service and support to Spectralink's customers and partners. This role involves managing technical issues, ensuring customer satisfaction, and collaborating with various departments to enhance product performance and customer experience.
Key Responsibilities:
- Technical Support on Spectralink solutions: work with the EMEA technical support team, providing guidance and support to ensure high-quality service delivery for our customers and partners. Working alongside our US based global support teams, our partners, and resellers in EMEA to resolve technical issues and enhance overall customer satisfaction.
- Customer Interaction: Serve as a point of escalation for more complex technical issues reported by customers, including end-users, distributors, resellers, and application partners.
- Problem Resolution: Investigate and resolve technical issues, ensuring timely and effective solutions. Escalate cases to other teams within the company as needed.
- Collaboration: Work closely with R&D, Professional Services, Sales teams and other departments to support seamless integration of DECT solutions into VoIP, SIP-PBX, and UC platforms, including Microsoft Teams and Cisco CUCM.
- Innovation: Contribute to the continuous improvement of DECT technology through cutting-edge R&D and comprehensive testing and validation of wireless communication systems.
Qualifications:
- Experience: Minimum of 2-3 years of experience within IT support, preferably from a Service Provider Help Desk or similar environment.
- Skills:
- A good understanding of DECT, IP-DECT and or Voice over Wi-Fi (VoWiFi)
- Strong Networking Skills (both wired and wireless)
- Experience of troubleshooting VoIP and TDM and Telephony systems
- Take ownership and effectively manage support tickets for incidents
- Experience of creating Knowledge Base documentation
- Skilled on working with network analyzer tools
- UCaaS administration and troubleshooting
- Strong desire to help people solve problems with the ability to explain complex technical concepts to a broad audience
- Know when to ask for help.
- Languages: Excellent Danish and English skills.
- Education: Background in IT support, data technician, or other relevant education.
- Attributes: Ability to learn by reading documentation, attending online training, and a strong motivation to provide excellent customer service.
Nice to Have
- Knowledge of Firewalls
- MDM / EMM management of devices
- Knowledge of Azure/AWS
- Basic familiarity with iOS & Android platforms.
- Experience with troubleshooting network or infrastructure issues
- French language skills
What We Offer:
- An interesting job in an international company where no two days are alike.
- Opportunities for professional and personal development.
- Travel across Europe for on-site support as required.
- Hybrid working (3 days in the office) in a collaborative and innovative work environment at either our Horsens facility, located near Bygholm Sø, a 10-minute walk from Horsens train station, or our Bracknell, UK office.
Location: Horsens, Denmark or Bracknell, UK
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