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IoT technology is transforming our world – Eseye empowers businesses to embrace IoT without limits. We deliver innovative IoT cellular connectivity solutions that help our customers drive business value, deploy differentiated experiences, and disrupt their markets. Supported by a powerful partner ecosystem, we seamlessly connect devices across 190 countries, agnostic to over 700 available global networks. We do this by using disruptive technologies and services aimed at reducing the complexity around cellular connection management, providing ubiquitous connectivity services from device to cloud.

Eseye requires a Support Specialist engineer to provide swift resolutions to complex problems to minimise and circumvent customer business outages. The role will sit within our rapidly growing technical team based at the Guildford office and will report to UK Support Manager.

The position is a fantastic opportunity for a Graduate or individual with 1-3 years of experience in Technical Customer Services or Technical System Support who is looking to develop their career. If you are motivated by problem-solving, have a strong interest in IoT and IT systems with a drive for learning new technology, then we really want to know.

Key responsibilities:

· Take ownership of incidents reported from Eseye Customers through our service desk interfaces and delivery to agreed SLA

· Providing a level of technical triage and analysis for incidents reported from Eseye Customers through our service desk interfaces.

· Working with the service deployment and customer success teams to ensure a successful resolution to customer incidents.

· Responsible for escalation of incidents and managing through to the Level 2 support team.

· Responsible for a level of technical administrative functions to ensure customer service is delivered.

· Must ensure that all work is carried out in compliance with our Information Security Management System (ISO27001).

· Responsible for maintaining an appropriate knowledge base, for the solutions to problems that will assist and support other Service Desk team members.

· Responsible for the monitoring of automated alerts and the implementation of appropriate mitigation and escalation.

· Degree level Computer Science, Engineering, or equivalent.

· Experience working in Technical Customer Services or Technical System Support.

· Well-versed in established customer service and SLA management processes.

· Experience working in service-focused teams, ideally in a Telecoms or communications environment.

· Working knowledge of fundamental networking concepts.

· Good experience in MYSQL (or equivalent) technologies and be capable of navigating and manipulating data within relational databases.

· Experience with network packet analysis tools such as Wireshark or equivalent.

· Excellent written and verbal communication skills, with an ability to articulate complex matters at the right level.

· Strong user experience with key applications within the Microsoft Office suite especially excel.

· The ability to resolve problems, understand complex situations and most importantly, a desire to deliver a high level of customer service.

Desirable/Preferred

· Desirable Knowledge of GSM/LTE cellular networks or working within a Mobile Network Operator Technical Services environment.

· Experience in customer-facing positions.

We offer an excellent remuneration, bonus scheme, and extensive benefits package.