24x7 Support Engineer

Exclusive Networks; Alton; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A global cybersecurity specialist is seeking a 24x7 Support Engineer to provide technical assistance for network security products. Candidates should have over a year of technical support experience, relevant networking certification, and excellent communication skills. The role offers opportunities for continuous learning and development within a hybrid working framework, based in Alton, England.

Benefits

24 days holiday plus Bank holidays

Your birthday off

Pay care scheme

5% Matched pension scheme

Beer fridge Friday and social events

Cycle to work scheme

Free parking

Enhanced maternity and paternity leave

Qualifications

• Previous technical support experience (1 year+).
• Networking related certification required.
• Any work experience demonstrating customer service (1 year+).

Responsibilities

• Provide technical support for network security products.
• Manage customer service and expectations.
• Work shift patterns to ensure 24x7 support.

Skills

Technical support experience

Networking certification (CCNA, CompTIA N+)

Customer service experience

Communication skills

Time management

Ability to work under stress

Interest in continuous learning

Education

Networking related degree

Job description

24x7 Support Engineer page is loaded## 24x7 Support Engineerremote type: Hybridlocations: Altontime type: Full timeposted on: Posted Todayjob requisition id: JR920Exclusive Networks (EXN) is a global cybersecurity specialist that provides partners and end-customers with a wide range of services and product portfolios via proven routes to market. With offices in over 45 countries and the ability to serve customers in over 170 countries, we combine a local perspective with the scale and delivery of a single global organization. Our best-in-class vendor portfolio is carefully curated with all leading industry players. Our services range from managed security to specialist technical accreditation and training and capitalize on rapidly evolving technologies and changing business models. For more information visit www.exclusive-networks.com. At Exclusive Networks, we are passionate about making a difference. That means delivering the best to our clients, doing our part to create a prosperous and trusted digital world, and helping our people to realize their potential.**Our company benefits are as follows:*** 24 days holiday plus Bank holidays, increasing with service up to 30 days and we want you to take them .* Your birthday off* Pay care scheme* 5% Matched pension scheme* Beer fridge Friday and quarterly social events* Cycle to work scheme* Free parking* Enhanced maternity and paternity leave and more…**DUTIES AND RESPONSIBILITIES | About the role** The 24x7 Support engineers are the first contact our customers have when requiring technical support. The Support team will manage customer service and expectations, while delivering technical support for our portfolio of Network Security products. **As the 24x7 Support Engineer, you will:*** Respond to telephone or email problems logged by our customers.* Work technical problems/cases related to certified security products to* resolution or escalate to 2nd line engineers as appropriate.* Create customer technical environments in our lab and recreate problems* where appropriate.* Input and manage support work in our case system, clearly and concisely.* Managing the hardware replacement process to strict deadlines.* Work shift pattern to ensure 24x7 support cover, however majority of shifts are within office hours (Mon-Fri 9am - 5.30pm)**QUALIFICATIONS AND EXPERIENCE | About you** The ideal candidate will have :* Previous technical support experience (1 year+).* Networking related certification (CCNA, CompTIA N+, etc.).* Networking related degree.* Any work experience demonstrating customer service (1 year+).* Great communication skills and ability to articulate well with customers.* Ability to manage own time and workload.* Working both as part of a dynamic team, and independently.* Resilient to the stress of a busy and challenging work environment.* Interest in continuous learning in technical support and products is essential.* Become certified and maintain certification on our security products* (primarily firewalls) through our in-house training courses and self-learning.* Development includes enrolment into the Exclusive Networks Academy* which outlines training and progression paths.24x7 Support Engineers will receive technical product training and are encouraged to work independently but they need to ensure that they meet deadlines / SLAs for our customers. They will need to appropriately identify when cases need to be escalated to the 2nd line team or to the Technical Support Manager, for example when help is required to meet SLAs or to resolve more complex cases.The role is based in Alton, Hampshire. There is the option to work from home, with some regular office-based work. As such candidates are required to have their own transport if commuting, or live locally to meet shift working requirementsWe are people focused and strongly believe that talent empowers us to continue our dynasty of disruption and growth in the future. Our Mission is to drive the transition to a totally trusted digital world for all people and organizations. Visit our website www.exclusive-networks.com. We are proud to be an Equal Opportunity Employer. We are committed to the recruitment and hiring of individuals from diverse backgrounds and experiences, as we believe this strengthens our ability to develop superior solutions, make informed decisions, and better serve our valued customers. We do not discriminate against individuals on the basis of race, religion, color, national origin, gender, sexual orientation, disability status, or any similar characteristic. Employment decisions are made solely on the basis of qualifications, merit, and business need. Please click here to review our Diversity and Inclusion Policy for further information. We care about your data: please click here to read our Recruitment Data Protection Policy prior to applying, and therefore sharing your data with us. Good Luck!If you think the open position you see is right for you, we encourage you to apply! Our people make all the difference in our success.