Cradlepoint

Enterprise Support Engineer - United Kingdom

Job Locations UK
Posted Date 2 months ago(2/7/2020 4:26 PM)
Job ID
2020-1594
# of Openings
1
Category
Enterprise Support

Overview

Cradlepoint Global Service and Support continues to evolve to maintain our industry leadership. We are extending our support focus on various verticals including branch and mobile networking by adding specialists. As a member of our Services and Support team you will experience a fun and collaborative environment, continuing educations options and recurring team building activities. We aspire to maintain our industry leadership in technical support by innovating our processes and capabilities to provide our partners and customers a superior support experience.

 

Cradlepoint Enterprise Support Network Engineers will troubleshoot, escalate, and resolve customer issues regarding Cradlepoint products and/or services as well as educate customers on best practices when utilising Cradlepoint. This is a full-time role which may include an on-call schedule. Products and Services include, but are not limited to: Routers, APs, cellular connectivity, networking, and software services. The successful candidate will enjoy a competitive salary and generous benefits including 25 days holiday, a flexible work schedule and casual dress environment.

Responsibilities

  • Troubleshoot customer issues via the phone, chat, email and on occasion direct contact
  • Create and maintain case management records using CRM
  • Provide information to customers about Cradlepoint hardware and services 
  • Train end users and partners in the proper use of Cradlepoint hardware and services 
  • Technical writing (i.e. documenting solutions, writing technical articles, developing training materials, etc.)
  • Stay up to date on the latest innovations and trends in all areas of information technology (IT) (i.e. Wireless, Security, etc.)
  • Recommend enhancements to Cradlepoint Products and Services
  • Additional duties as assigned

Qualifications

  • 1- 2 years’ experience, or Associate level degree in a relevant field, or equivalent combination of experience, education, and relevant industry certifications. (Examples of relevant fields include but are not limited to: Network Administration, Network Engineering, I.T. Management, and Systems Administration)

Necessary Skills Include: 

  • Layer 2 and 3 network topologies and interworking (i.e. VLAN, STP, LLDP, etc.)
  • Understanding of Virtual Private Networks and tunnel solutions (i.e. TLS, IPSEC, GRE, etc.) 
  • Network Security (i.e. UTM, Firewalls, IDS/IPS, SBC, ACL, NAT, PAT) 
  • Understanding of Enterprise grade networking equipment (i.e. Cisco, Juniper, Fortinet, Palo Alto, etc.)
  • Understanding of major Operating Systems, including but not limited to; Windows, Mac OS/X and Linux
  • Must enjoy working in a fast-paced environment with strong customer service skills
  • Excellent communication, interpersonal, organizational and presentation skills
  • Fine attention to detail

Desired Skills Include

  • Knowledge of Enterprise grade network software and/or services (i.e. DMVPN, BGP, OSPF,SNMP, DNS, AD, RADIUS, TACACS, PKI) 
  • Knowledge of Enterprise, Carrier or Public WiFi solutions (i.e. Meraki, Ruckus)
  • Knowledge of Cellular Networking
  • Knowledge of GPS and AVL systems
  • Cloud Based Network Management Solutions 
  • Network and/or Customer Experience Analytics

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