TECHNICAL SUPPORT ENGINEER COMPUTERLINKS

TECHNICAL SUPPORT ENGINEER

COMPUTERLINKS, with offices across Europe, North America and Asia, is a specialist distributor of Internet technology solutions offering world-wide
capabilities. Backed by an operation in Europe with over 20 years experience in IP-based solutions, COMPUTERLINKS is unique in its level of knowledge of the Internet technology markets, and offers experienced technical, sales and marketing support.
COMPUTERLINKS does not sell direct to the end-user community or possess its own reseller arm. It operates through a network of reseller partners, including VARs, OEMs, systems integrators, ASPs and ISPs providing the channel with reliable, supported solutions from the worlds best authoring companies.

Role Overview:
As a member of the Technical Support team the prime function is to actively contribute to the growth of COMPUTERLINKS’ business by providing post sales technical support to company sales personnel, channel partners and end users. The successful candidate will be a professional technical engineer with experience in dealing with customers on the phone.

Specific Objectives:
• Provide phone and email-based technical support to Channel Partners (VARs), network engineers, sales engineers, customer’s technicians, and systems administrators who are diagnosing, repairing and debugging complex hardware and software products
• Track and log all support calls with our internal ticketing system using OmniTracker software
• Identify cross selling opportunities – Be pro-active in investigation of possible cross selling opportunities
• Maintain a high degree of knowledge of industry-accepted technologies, TCP/IP, Security, VoIP, Wireless 802.11, as well as knowledge of COMPUTERLINKS’ current and future product offerings
• Proactive evaluation of products under consideration for distribution
• Competitive analysis. Compare and advise on products that are competitive to COMPUTERLINKS’ solutions
• Perform other duties as may be assigned
• Follow standard practices and procedures to track problems and perform 100% follow through with the customer

Skills/Experience required:
• BS/BA in a Technical field or an equivalent combination of education and related technical experience preferred
• At least 1 year of technical software support experience
• In depth knowledge of Windows 2000/2003 and Linux operating environments
• In depth technical/engineering experience with Enterprise IT Security Solutions
• Product knowledge of ActivIdentity, Blue Coat, Check Point, Crossbeam, or other security related products a plus
• TCP/IP networking at all layers, including LANs, switching, routing and firewalls
• Excellent analytical skills with the ability to solve business issues for channel partners and their end-user customers
• Strong verbal and written communication skills with the ability to influence and persuade with a positive attitude
• A team player that works well with peers, subordinates, and channel partners
• Willingness to work outside of normal business hours

To learn more about COMPUTERLINKS, please visit our website at www.computerlinks.com or our global corporate website at www.computerlinks.net