Our client is seeking an experienced 2nd Line Support Engineer to join their dedicated technical team based in their Theale office. You will play a key role in supporting and growing the business, with a particular focus on Unified Communications (UC) and key partner channels.

This is a hands-on technical role with a strong focus on pre-sales. Working with the sales department, your main priority will be to provide technical guidance, product demos and solution designs for their partners. You will also be responsible for providing 2nd-line post-sales support, working alongside colleagues to ensure customer issues are resolved quickly and efficiently.

Additional responsibilities include delivering product training to internal staff and external partners. You will be expected to help create and deliver technical content for webinars, open days, and assist the team at seminars and industry exhibitions as required.

As the 2nd Line Support Engineer your responsibilities will be to:

Pre-Sales Support

Provide assistance to customers Propose solutions which meet those requirements, ensuring they are technically viable and add value to proposals. Understand and demonstrate products/solutions to resellers, including customer visits, seminars and trade shows. Help the sales team identify upsell opportunities into existing accounts. Help to coordinate and deliver webinarsSupplier Engagement

Maintain relationships with suppliers, understand their portfolio Primary technical/product contact for UC suppliers. Maintain supplier technical qualifications as required Attend and lead meetings with suppliers Staff Training

Provide structured product & technology training for sales and technical staff. Content is generally provided by suppliers, but course development is required.Customer Training

Although online training is typically available, it is expected that you will also run instructor-led courses with a hands-on element to enable customers to gain their certifications in a classroom environment. After gaining sufficient knowledge and suitable trainer certifications it is expected that at least one supplier training will be run each month. The Trainer must take some responsibility to promote the courses, internally with Sales/Marketing teams and directly with Customers. Identify other commercial opportunities for 1-day technology training courses, develop and deliver them. g. SIP Troubleshooting, Wireshark, WiFi etc.Post-Sales, 2nd-Line Technical Support

Work with customers by phone and email to resolve technical & product related issues. Despite a large and diverse range of products our client provides a high level of technical support, generally without the need to escalate to manufacturers. The role is expected to have a good understanding of the fundamentals and be able to investigate & solve problems largely unaided - through documentation, remote assistance and bench testing. Liaise with manufacturer/supplier if escalation is required.Ticket/Case Management

Management of open support cases, tracking time against activities All team members are expected to actively manage outstanding tickets and ensure that analysis & time tracking data are recorded.The person:

Degree or equivalent in a computing related subject and/or have proof of a solid networking background.Strong technical knowledge and commercial experience of supporting:

VoIP & Unified Communications IP PBX - Appliance / Software / Cloud Enterprise / (Multi-cell) DECT IP Phone Management / ProvisioningGood technical knowledge and commercial experience of supporting:

DSL and WAN routers Network switches and VLANs Firewalls and associated VPN technologies. Working technical knowledge of current VoIP practices, protocols, and principles. Ability to analyse Logs, SIP traces & PCAP generated from customer equipment. Adept at reading and interpreting technical documentation and procedure manuals. Strong interpersonal, written and oral communication skills including the ability to confidently present webinars, training courses and seminar presentations. Ability to conduct research into telecommunications issues and products. Ability to communicate with all levels of the business Excellent time management, particularly the ability to effectively prioritise and execute tasks in line with business objectives Must be free to work in the UK with no restrictions of Visas and work permits. Full / Valid UK Driving License