3rd Line Support Engineer

Codian's 3rd Line Product Support Engineering team is the customer-facing side of the R&D organisation, working alongside the hardware & software development engineers. Codian is justifiably proud of the record of its 3rd Line Support team who are recognised as the best in the industry, and they want to continue enhancing the service they provide to customers. The team has expanded from just one person to five graduate engineers over the last year and will double in size over the next year.

1st & 2nd line support is provided by Codian’s extensive, well established reseller network. Issues they cannot resolve are escalated to the Product Support team. Your role involves investigating, solving and managing these difficult and challenging 3rd line issues. Given that Codian video conferencing bridges sit at the heart of some very large and complex networks, and that 50% of issues originate from 3rd party products & infrastructure, this role will challenge the most able of technical minds. In order to be successful you will have to work closely with R&D, product test group, sales, the documentation team and resellers in replicating and diagnosing issues. You will need to meet tight deadlines, sometimes under pressure, whilst effectively managing priorities and communicating progress.

One of the great attractions of the role is the detailed understanding you will gain of the full functionality of the Codian products as well as many 3rd party products. With such knowledge a number of career paths will become open to you as Codian's rapid growth ensures there are plentiful opportunities for progression. Coupled with this, all Support staff are likely to have the opportunity to travel overseas from time to time, and though this is not a compulsory part of the job it is a great chance to be directly involved with the blue chip and technology-leading companies who run the biggest and technically most advanced networks in the world.

Main duties and responsibilities

• Obtain a thorough understanding of the technologies relevant to
   Codian's product lines.
• Take ownership of support issues and ensure each one is managed through to the point that is it resolved to the customer’s
   satisfaction. Reproduce customer issues in the support lab
• Help the software development team to reproduce problems
• Testing test builds and work arounds. Provide accurate information
   on the status of support cases
• Attend external test events to test products for conformance with
   international specifications.
• Contribute to an ongoing program of process improvement.
• Assist the technical documentation group with content for the
   product and support documentation
• Occasionally you many need to undertake on site visits at
   customer locations world wide

We are looking for outstanding recent graduates as well as experienced engineers who possess excellent problem solving and communication skills. We are looking for individuals who are able to learn very quickly "on the job" and enjoy the challenge of rapidly assimilating new technology and products. The client facing nature of these roles means all candidates must have good written and verbal communication skills and be able to perform well, when under pressure. Please note. Prior customer facing experience is desirable, but certainly not mandatory.

Mandatory skills for graduates

British educated candidates must have achieved at least A, A, B at A level (ideally straight A grades) plus a 2i or 1st class honours degree in Computer Science, Engineering, Science and Maths, from one of the UK’s top universities. If educated outside the UK you need to have achieved the same standard.

Mandatory skills for experienced applicants

Experienced candidates must possess at least two of the desirable skills listed below. Note: a degree is not mandated if a candidate offers high quality and relevant support background

Desirable skills and experience

• A thorough knowledge of networking products and technologies
  (such as; TCP/IP, Ethernet, VoIP, Switches, Video codecs, ISDN,
   PBX, Cisco CallManager, Streaming, H.323 and SIP)
• Experience obtaining and interpreting Ethereal/Wireshark traces
• Experience in the video conferencing industry
• Experience working in a highly technical 3rd line support role
• Foreign language skills (all European and Asian)
• Experience troubleshooting issues on a customer site

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