twiin is looking for a senior technical specialist, primarily based in Berlin and supporting Germany, who will also support our expanding European operation as a key technical representative for our product line in Europe. The role includes technical support for our existing installations, assisting with new installations and working alongside our sales team to provide pre-sales support and customer advice.
All of this is backed up by the support, projects and sales teams behind our successful UK operation.
The role
We are looking for a dynamic person who can work well independently, using proven experience, technical knowledge and first-class customer communication skills to give our European customers an excellent experience at their own sites, and to act as a spokesperson for twiin’s technical department as we expand further in Germany and across Europe.
Customer support
Taking on-site ownership of fault tickets to diagnose customer issues through to resolution in line with SLA, working with escalation teams for additional technical assistance as necessary. Working alongside our sales team to provide pre-sales support on solutions and customer advice.
Project installation work
Working with our UK-based project teams to carry out on-site installation work for new and expanding sites, including full testing and quality checks. Coordinating logistics with the project teams, including equipment delivery to customer sites and installation of connectivity by third parties. Some contractor management is likely to be required.
The role is Monday to Friday, with significant options for additional paid overtime (out of hours and weekend work). It is based in Berlin and mainly focused on that area, with business travel within Europe to customer sites and prospects, and occasionally to our UK offices.
Your skills, experience and aptitude
Essential skills
- Good working knowledge of Microsoft Windows desktop operating systems and MS Office (ideally including Windows 10 and Office 365)
- Good working knowledge of networking, network switches, firewalls and practical TCP/IP
- Understanding of different internet connection technologies (ADSL, leased line, etc.)
- Experience with rack-mounting equipment and familiarity with comms rooms, patching etc.
- Articulate and confident in customer communications in both formal and informal environments
- Good interpersonal skills
- Excellent communicator, including technical and business English
- Customer service oriented, ideally with proven experience in a helpdesk environment and providing on-site technical support
- Ability to think laterally under pressure
- Attention to detail
- Experience in pre-sales work, liaising with potential leads to specify appropriate solutions and helping the sales team win deals
- Ability to travel freely within Europe
Desired skills
- Practical experience or understanding of VLANs
- Experience with Cisco, Meraki, Ruckus or MikroTik networking and wireless products (or similar brands)
- Understanding of Wireshark to troubleshoot technical issues
- Experience with VoIP telephony
- Understanding of business-grade internet delivery in Germany and beyond, particularly fibre providers and local market nuances
- Full driving licence
- Additional European languages