Support Desk Engineer

It's an exciting time to join global leader Sepura Ltd, a Cambridge technology business that designs and creates innovative, reliable, and efficient communication systems to industries around the worldThe Cambridge-based Customer Support Desk team are growing their time and looking to hire a Support Desk Engineer to deliver exceptional customer service, while building and continuously developing your product knowledge and technical skillsAs a Customer Support Desk Engineer, you will offer technical support across Sepura's range of products, write customer-facing documentation such as FAQs and application notes, as well as maintaining internal processes, systems and equipmentIf you have experience of working within a commercial B2B environment, with an understanding of product development lifecycles, project management methods and techniques, we want to hear from you.Join award-winning Sepura as a Support Desk Engineer for an outstanding career in Technology in CambridgeAdditional key responsibilities will include:to receive customer calls and emails, logging these within Sepura's support desk systemcommunicate with customers in a courteous and professional mannerto distribute software and generate licences for customersA core requirement of this role is the ability to obtain UK Security ClearanceThis role is office-based in Waterbeach, Cambridge

Skills and experience

Essential:

  • Educated to Engineering degree level or equivalent in Communications or related industries
  • Excellent written and verbal communication skills
  • Experience in a customer support desk role in a commercial/B2B environment through working within a high-tech product development organisation
  • Eligibility for UK Security Clearance
  • Knowledge of Microsoft Office 

Desirable:

  • Experience in working with digital radio communication networks and associated technologies (e.g. TETRA, MPT1327, DMR, GSM/3G/LTE, GPS, Bluetooth)
  • Knowledge of Sepura's products
  • Experience of working within a commercial software/hardware product development lifecycle
  • Awareness of project management methods and techniques
  • Multi-lingual (e.g. Italian, Spanish, French, Portuguese) 
  • Microsoft SharePoint and Dynamics AX

Personal attributes

  • Track record of delivering first class results to tight deadlines
  • Strong analytical ability with a consistent and methodical approach 
  • Self-starter, able to research, identify, plan and implement
  • Team player
  • Good attention to detail
  • Focus on continuous improvement

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