Technical Assistance Centre (TAC) Engineer

Technical Assistance Centre (TAC) Engineer

Listed 1 day Ago

Allied Telesis

Technology

Responsible for network support and troubleshooting for the APAC region.

We are seeking a TAC Engineer who enjoys teamwork and is passionate about networking and network troubleshooting to join our high standard Technical Assistance Centre (TAC) Team.

About us

Founded in 1987, we've been serving the needs of the network communications industry for over 30 years. Our solutions-based philosophy of producing products that deliver value to our customers, together with high-quality service and support, has resulted in an extensive worldwide customer presence.

Here in Christchurch, we're the largest research and development facility for the Allied Telesis Group, developing market-leading offerings in Software Defined Networking, and Network Security.

About the role

The position of the full-time TAC Engineer is responsible for resolving matters of product configuration and performance as identified and reported by the customers, either through simulating and reproducing customer configurations and incidents in a lab environment or attending the customer's site. You will be responsible for many facets of enhancing the customers' experience of our products and enhancing our products' value proposition to our customers.

As a TAC Engineer, you will research, diagnose, troubleshoot, and resolve customer issues in an accurate and timely manner. You will be responsible for working with different systems, software, and hardware and follow standard procedures to escalate unresolved issues to appropriate internal departments. You will work closely with APAC Sales Engineers (SEs) and Sales Teams to provide appropriate solutions to customer problems, to gain an understanding of the needs of the customer, and to support their understanding of the capabilities of the product.

You may be required to travel both nationally and internationally to customer sites for providing training, support, and troubleshooting where required.

The successful candidate will possess strong written and verbal communication skills and thrive in a dynamic, team-based environment.

Your skills and experience

As a successful TAC Engineer, you will be required to possess:

1. A thorough understanding of all aspects of Data Networking, and to maintain an awareness of the cutting-edge developments in the industry (in both wired and wireless networking).
2. Experience in network troubleshooting, configuring networking equipment, and replicating customer incidents.
3. Experience in small-medium enterprise network design.
4. High attention to detail - this is essential when it comes to troubleshooting.
5. High organizational and multi-tasking skills - a must for handling multiple customer issues at a time.
6. Strong verbal and written communication skills - able to communicate technical issues clearly in a manner that customers can understand.
7. Public speaking and presentation skills for providing webinars and technical training.
8. Sales and product marketing skills are desirable, in particular, knowledge and experience with the Information Technology market.
9. Tertiary qualification in a relevant discipline, ideally networking.

What's in it for you?

As an employee of Allied Telesis, you can expect:

1. Health insurance for you and your family.
2. Your birthday off - go and celebrate you!
3. Use of our gym, sauna, spa, and 22m indoor swimming pool.
4. Community service leave - because giving matters.
5. Free car parking and bike storage.
6. Vending machines and coffee throughout our two buildings.
7. Pool table in the main staffroom.
8. Remote working allowance.
9. Mentoring, support, and growth.

If you've got what it takes and would like to be part of our dynamic team, apply now with your resume and cover letter detailing your relevant experience and how you meet the outlined attributes.