Technical Support Engineer (West Calder)

We are currently looking for enthusiastic self-reliant technical support personnel who will have a contemporary and broad technical knowledge spanning several It disciplines including Ip based computer networking Windows Xp 2003 7 2008 operating system administration Sql database queries and tuning and large scale computer storage systems such as Das systems. The successful applicant will work directly with end-users whom have differing It skill levels and thus the applicant will have exceptional problem elicitation skills. The applicant will be expected to act on the behalf of certain customers and be able to represent them accordingly. The successful applicant will be given support and encouragement to allow them to develop as the company grows and they will have the opportunity to gain Microsoft certification (Mvp) as well as routes into other areas such as technical sales software trainers or act on product test team. Responsibilities include Extraction of problem descriptions directly from customers from telephone e-mail or other contact and provide concise and meaningful reports directly to the engineering team. Taking a proactive approach to maintaining their operational knowledge of our software products and the Ip Cctv cameras attached pan-tilt-zoom units digital video recorders and other hardware from the various manufacturers supported by our software systems Intelligent use of empirical knowledge and It skills to analyse problems and promote continued product use to customers via appropriate safe workarounds. Maintain support issues within a support Crm system Continually contribute to and review end-user documentation Actively maintain support Faqs and other web-based literature movies webcasts. Act in a trainer or demonstrator role as required Contribute to the It knowledge of other support sales and engineering staff Actively contribute to the range of products and the feature set of those products by championing their own or customers product features ideas To always provide support within the terms of any nondisclosure agreement that might apply to a product being supported Skills Experience Essential Second-tier It helpdesk support Customer facing and call handling experience Customer Relationship Management Support ticketing system experience Highly practical understanding of Ip based computer networks and troubleshooting Windows Xp Professional set-up and advanced administration Excellent written and verbal communication skills Experience in the following areas is also preferred Windows 7 Professional Ultimate set-up and administration Windows 2003 Server 2008 Server set-up and administration Transact Sql experience using Dbms tools Microsoft Crm 4.0 set-up and customisation Web content management systems particularly Umbraco Ip Cctv systems knowledge encoding and decoding recording technologies Pc architecture configuration and optimisation techniques optimising for client server architectures External Pc mass storage systems Das Nas and San and storage policies Raid levels Jbod mirroring etc Graphic display configuration Direct-X support multi-card multi-head displays Analysing Windows diagnostic logging sources Tracing computer network traffic

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