Communication Support Engineer

Location: Woking, GB

McLaren Applied Technologies:

McLaren Applied Technologies is a high-performance technology company which combines fresh thinking and innovation to solve crucial challenges and improve people's lives in industries as diverse as health, public transport, automotive and motorsport.

 

The Role:

In this role, you will be working with the Communications Systems Team as a Level 2 Support Engineer to resolve complex technical issues for existing systems, working primarily with but not limited to the rail industry. This position works closely with the systems and software teams and is the primary contact for any issues that cannot be resolved by Tier 1.

 

Essential duties and responsibilities include:

  • Be the escalation point for level 2 technical support issues from level 1 support staff.
  • Manage level 2 responses to tickets within the ticketing system.
  • Responsible for reproducing/confirming defects and reporting to the systems and/or software teams.
  • Escalate tickets to level 3 where further diagnostics are needed or a software defect is proven.
  • Review open tickets on a weekly basis and report.
  • Provide product training to level 1 engineers and act as a mentor to junior support engineers.
  • Create technical bulletins to serve as a job aid and expand the knowledge base for handling support issues.
  • Depending on the circumstances, the candidate may be required to travel to client sites on short notice to resolve hardware or software issues that cannot be rectified remotely.
  • Document solutions which level 1 are expected to be able to deliver and provide to level 1 with training.
  • Manage repairs of faulty equipment with providers and return of repaired equipment to customers.
  • Be on call outside of normal office hours as defined on a roster (antisocial hours compensation will apply).

 

The role will primarily be based at our office in Woking, but will require some travel for customer meetings, site visits etc.

 

Knowledge, Skills and Experience

Essential

  • LAN/WAN networking and IT Network Operations experience.
  • Experience of working with Linux servers (preferably Debian derived), including set-up and administration of common services, routing and IPTables.
  • Ability to demonstrate strong analytical and problem solving skills.
  • Strong customer facing skills.
  • Comfortable working alongside support teams, service providers and developers; you will need excellent communications skills, verbal and written.
  • Capable of manual handling of equipment up to 20kg per unit.

Desirable

  • DB administration experience.
  • Experience with wireless network deployment, wireless LAN controllers and an appreciation of networking in a dynamic environment.
  • Experience of programming in C/C++
  • Experience of working in a virtualized environment.
  • Knowledge of ticketing systems e.g. Autotask, and associated processes.
  • Basic understanding of AC/DC circuits and ohms law.
  • Rail or other transport industry experience.
  • Degree in IT, communication systems or electronic engineering, or relevant experience.

 

The Work Environment

You will be based in Woking Town centre with access to the world-renowned McLaren Technology Centre

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