Senior Support Engineer – Technical Services
Axis Communications / Supportteknikerjobb / Lund
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hela Sverige About Axis Communications
Axis is an IT company offering network video solutions for professional installations. The company is the global market leader in network video, driving the ongoing shift from analog to digital video surveillance. Axis products and solutions focus on security surveillance and remote monitoring, and are based on innovative, open technology platforms.
Axis is a Swedish-based company, operating worldwide with offices in more than 20 countries and cooperating with partners in more than 70 countries. Founded in 1984, Axis is listed on the NASDAQ OMX Stockholm.
For more information about Axis, please visit our website at
www.axis.com.JOB DESCRIPTION
We’re looking for a senior support engineer for the Technical Services team in the Lund office.
The team of support engineers is technically skilled and have a wide scope of knowledge, but nevertheless the role of a senior support engineer will be an important development for the team to further strengthen the service level we provide for our customers. Being a senior support engineer means that you will focus on the following main tasks:
• Communicate and agree with support engineers to give advice on difficult support cases, sometimes take on deeper investigations yourself, for example by setting up customer scenarios in the lab, to be able to extend troubleshooting
• In special cases agree to take ownership of a case
• Be available to participate in conference calls with customers in certain cases to help out in difficult troubleshooting scenarios
• Have a key role in reaching the team goal for escalations to the product specialists
• Document conclusions relating to support cases
• Be available for deeper technical discussions with product specialists to be able to help out in prioritizing and solving problems, and suggest product improvements
• Identify training needs together with the team leader, arrange training and conduct certain training yourself
• At the discretion of the team leader be available to cover CST and phone support
• Participate in the support lab maintenance team.
The support engineers who you will work very closely with carry out the following main tasks:
• Are available to take and solve incoming phone support calls and Axis Online Helpdesk cases.
• Do extensive troubleshooting, authorize RMA, escalate cases, and follow up with product specialists.
• Maintain a good level of communication and feedback to the customers throughout the resolution of a support case.
The position involves a few travels a year within the EMEA regions.
The Technical Services team for the EMEA regions primarily handles the technical support and associated services for our customers in Europe, Middle East, and Northern Africa, and has an extensive cooperation with regional sales offices. All functions are centralized to Lund, Sweden and we’re currently a team of around 15 people. The team is also involved in authorizing product exchange under warranty (RMA), but the actual RMA handling is carried out by external partners.
JOB QUALIFICATIONS
As a senior support engineer you’re technically skilled with experience in the relevant technical areas, but are as well able to listen to and to communicate with colleagues as well as with customers in a clear and structured way.
We believe you have experience from technical support. If you have experience from technical support within video surveillance and/or Video over IP solutions (especially Axis products and software applications) this will be considered a plus.
You have excellent communication skills and are a team player with an open mind for other cultures. Your willingness to always help and not letting go of things until resolved will be crucial for your success. We further believe you have the following qualifications:
• Good knowledge and hands-on experience in some or all of the following areas: LAN and WAN hardware (routers, firewalls etc.), camera/image technology, network protocols, electronics, and Windows operating systems including installation troubleshooting and management.
• Ability to diagnose complex problems and communicate clearly over the telephone or written with both customers and internal staff.
• Fluent in English (written and spoken).
WHAT AXIS CAN DO FOR YOU
We can offer you a young, dynamic and multi cultural environment with the opportunity to work with cutting edge technology and a highly valuated brand. If you are looking for a challenge and in a truly global and entrepreneurial driven organization, then this is the chance of a lifetime. Come and join us!
READY TO ACT?
Axis is a company realizing the benefits of a diverse workforce. We know that diversity in groups creates a better working environment and promotes creativity, something that is fundamental for our success. Come join us!
Publiceringsdatum2010-12-20Arbetstider och omfattningDagtid, enligt kollektivavtal
ErsättningIndividuell lönesättning tillämpas
Så ansöker duSista dag att ansöka är 2011-01-21
Ansökan kan skickas till e-postadress:
resume@axis.comAnsökan sker via företagets webbplats.
KontaktBo Gabrielsson, +46 46 272 1842
FöretagAxis Communications
AdressAxis Communications
Emdalavägen 14
22369 Lund
Jobbnummer 805512
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