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Applications Support Engineer (023ww)

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Location: Basingstoke.
Salary: circa £35.000 to £40.000
Vacancy type: Permanent
Sectors: Admin, Cyber/IT Security, Engineering, IT/Telecoms, Information Security, Management, Sales
Placed by: Ex-Mil Recruitment
Our Client is aleading company in creating mission-critical communications solutions for public safety, transportation, utilities, natural resources, healthcare, and academic institutions and
Delivers interoperable end-to-end command & control systems across multiple industries and international markets., has established itself as the technology leader in connecting command centres with field personnel using radio and telephony technology and has coverage in over 70 countries.
Its solutions empower first responders with situational awareness by enabling console operators to provide them the right information at the right time.

Our Client looking for an Applications Support Manager to join their team, they will be responsible for providing technical support and training to customers, partners, resellers sales team with company products and will report to the Customer Fulfilment Manager

Education & Experience Required
• HNC/Degree qualified
• Experience in a technical and engineering support role
• Experience in at least two of the following areas:
 Conventional and/or trunk radio systems,
 Radio/telephony control room systems,
 Digital radio system and/or data networks

Essential duties & responsibilities:
• Provide pre and post installation technical support to channel partners and customers primarily on all company’s products
• Manage on-site customer installations
• Develop and deliver customer-specific training programmes
• Investigate, diagnose, report and provide solutions to customer problems and/or escalates issues to management/ engineering as required
• Carry out customer acceptance testing, including system build and test, documentation of test plans and results, recording of as-built configurations and customer training
• Support factory product test activities as requested
• Participate in pre-sales activities as directed, including assisting customers in product selection, providing technical product information to Sales, etc.
• Organize and maintain accurate and up-to-date project and QMS records and files, including fault records, test result sheets, configured records and technical documentation as required by projects and QMS. Also includes organization and maintenance of time reporting records
• Provide weekly report of project status, progress made and areas of concern ensuring accurate records are maintained
• Investigate and repair returned products, including initial review/diagnosis, repair, and/or redirection of product to factory
• Maintain accurate and timely records of customer support activities, actions and commitments on the EFO Customer Support system
• Travel both internationally and domestically as required in performance of duties
• Participate in a 24/7/365 “On Call” support programme, providing “round the clock” support to customers, involving being contactable outside normal working hours for periods when on call
• Comply with and support all company policies, procedures and processes
• Required to perform the job functions in a safe manner.

Knowledge Skills & Abilities Required:
• Good working knowledge and understanding of radio and telecom systems
• Good working knowledge of IP/Data networking
• Knowledge of Server 2012, 2014 & 2016, SQL and Linux (CentOS) would be an advantage
• Ability to apply sound judgment and troubleshooting skills in resolution of technical problems
• Ability to successfully and efficiently perform multiple projects simultaneously
• Proficiency in conducting technical product trainings, demonstrations and presentations to customers, business partners and resellers in various settings, including customer sites, trade shows, etc
• Good verbal and written communication skills, with ability to convey information clearly and accurately.
• Good listening and problem-solving skills with ability to determine solutions to, and answer questions related to, moderately complex technical problems or issues.
• Ability to work independently in a fast-paced, unstructured environment with high level of initiative and self-motivation
• Ability to think creatively and pro-actively
• Deep-rooted customer service ethic
• Ability to work effectively in a multi-lingual, multi-cultural environment
• Good working knowledge of and proficiency with a variety of word processing, spreadsheet, database and presentation software (MS Word, Excel, Access, and PowerPoint).
• Willingness and ability to successfully pass a drug screen or other security screen as required by customer
• Willingness and ability to travel internationally and/or domestically
• Good working Windows operating systems such as XP, 7, 8.1 & 10

Additional Duties & Responsibilities:
• Other duties as assigned by the Company
• Ability to travel Nationally and Internationally 30% Travel Middle East



For more information, please contact Warren Wright, at Ex-Mil Recruitment Ltd on 0333 202 6500 ext 1or Email: [email protected] or via the website www.ex-mil.co.uk

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