If you are looking to make an impact, this role offers the opportunity of bringing huge value to some of the world’s greatest organizations. You will be working with some of world’s best cyber security technologies and teaming up with top professionals to deliver outcomes that make a difference. 

On a regular day you will manage your backlog of cases, handle new cases raised by customers, assist on case escalations, schedule and attend calls with customers to progress cases, make use of lab resources to replicate and troubleshoot customer issues. You will collaborate closely with your colleagues and management team, partnering to meet or exceed the team’s performance goals. You will be expected to occasionally cover, in an on-call model, weekends and public holidays. Adaptability and flexibility are key in keeping up with the ever-changing business needs and evolving industry. 

Responsibilities: 

• Provide 1st & 2nd line technical support via email/telephone to our global customers, using initiative to help customers as much as possible. A percentage of calls will be of a complex technical nature. 

• Resolve escalated support incidents from our customers and partners. 

• Replicate customer configurations as required to troubleshoot complex errors. 

• Progress simultaneous high-profile/high-priority issues. 

• Undertake to develop and maintain technical skills in selected products. 

• Undertake training to achieve and maintain accreditation in selected products. 

• Attend and host remote support sessions with customers/vendors to diagnose faults, review configurations and resolve faults. 

• Completely and accurately document all work activity in the customer support tracking system. 

• Demonstrate superb customer service skills, being sensitive to customer concerns whilst managing the interaction in a confident manner. 

Who Are We Looking For?  

The ideal candidate would be someone passionate about networking, security, Linux and all things technical.  
In this role you will have the opportunity to acquire lots of new skills, so it's important that you are keen to learn and embrace new technologies and commit to rapid skills development. 

Therefore, what is essential for us: 

• Excellent English language skills both written and verbal. 

• The ability to acquire skills and develop quickly is essential. 

• Team player, able to solve problems and work effectively both within a team and individually as necessary. 

• Excellent customer service skills & strongly motivated to help customers. 

• Flexibility to adapt to changing demands in a technical direct customer-facing role. 

• A positive cheerful disposition. 

• Articulate, confident, clearly spoken, and able to deliver telephone support in a friendly & professional manner. 

• Excellent communication interpersonal and communication skills: face-to-face, telephone and written. 

• A thorough understanding of common networking protocols. 

• Understanding of TCP/IP, routing, switching and related protocols, network environments and topologies. 

• Display a thorough understanding of networking protocols. 

• Administration, installation and troubleshooting of Windows or Linux based devices and networks. 

• Willingness to work outside of normal business hours. (to check) 

• Previous experience in busy technical support departments. 

• Foreign languages skills (German, French or Spanish) would be desirable but not essential. 

• Experience in a technical field-based role. 

PLEASE SUBMIT YOUR CV IN ENGLISH