2nd Line Support

As our 2nd Line Support Engineer, you will be responsible for: - Pre-Sales Support: - Provide technical assistance to customers and propose solutions that are technically viable and add value. - Understand and demonstrate products/solutions to resellers through customer visits, seminars, and trade shows. - Assist the sales team in identifying upsell opportunities into existing accounts and help coordinate and deliver webinars. - Supplier Engagement: - Maintain and develop relationships with suppliers, serving as the primary technical/product contact for UC suppliers. - Maintain supplier technical qualifications as required and attend/lead meetings with suppliers. - Staff Training: - Provide structured product and technology training for sales and technical staff, with course development as necessary based on supplier content. - Customer Training: - Run instructor-led courses with a hands-on element to enable customers to gain certifications. It is expected that you will run at least one supplier training each month and promote courses both internally and directly with customers. - Identify and develop additional commercial opportunities for 1-day technology training courses on relevant topics such as SIP Troubleshooting, Wireshark, and WiFi. - Post-Sales, 2nd-Line Technical Support: - Work with customers through phone and email to resolve technical and product-related issues, providing a high level of support with minimal need for escalation to manufacturers. - Demonstrate a solid understanding of technical fundamentals, enabling you to investigate and solve problems largely independently through documentation, remote assistance, and bench testing. - Liaise with manufacturers or suppliers if escalations are necessary. - Ticket/Case Management: - Manage open support cases, tracking time against activities and ensuring outstanding tickets are actively managed while keeping records of analysis and time tracking data.