Product Support Specialist

Inforcer ltd; Richmond; Hybrid; GBP 28,000 - 50,000; Full time

Job summary

A leading company in the cybersecurity sector is seeking a proactive Product Support Specialist to join their team. This role involves managing daily IT support processes, delivering high-quality service, and creating metrics to improve service performance. The ideal candidate will have experience in technical support and a strong understanding of IT systems. With a competitive benefits package and emphasis on professional growth, this position offers a chance to influence and develop future teams.

Benefits

Competitive salary and benefits package

Pension contribution scheme

Flexible working hours

Performance-based bonuses

Birthday day off

Career advancement opportunities

Qualifications

• Previous experience in a similar product or technical support role.
• Knowledge of IP addressing, DHCP, and DNS.
• Previous experience of Intercom would be highly desirable.

Responsibilities

• Triage and resolve critical incidents, delivering a high-quality IT Support Service.
• Provide 1st and 2nd line IT support to internal and external users.
• Create and track metrics such as KPIs and CSAT.

Skills

Troubleshooting

Communication

Technical Support

Team Leading

Knowledge of Microsoft Office 365

Job description

Product Support Specialist

About Us

inforcer is a leading provider of innovative solutions in the cybersecurity sector and dedicated to enhancing efficiency, improving security and driving success for our clients. We focus on providing MSPs with fundamental tools and technology they need to manage Microsoft Security policies for multiple tenants in a simple and effective way. Our mission is to be inforced in every MSP!

About the Role

We are seeking a proactive and organised Product Support Specialist to join our team. The ideal candidate will have a strong background in 1st and 2nd Line Service Desk or Product Support, ideally within an MSP or Microsoft environment, with a focus on technology and SaaS solutions. You’ll be responsible for managing the day-to-day ticketing process whilst having the opportunity to build out KPI’s and Service Desk objectives, and potentially grow a team in the future. If this sound like you, we’d love to hear from you.

What you’ll be doing

• Triage and resolve critical incidents, delivering a high-quality IT Support Service

• Provide 1st and 2nd line IT support to internal and external users, diagnosing and resolving technical issues across a range of systems and platforms

• Handle issue tickets within Intercom in an effective manner

• Provide professional and empathetic support to users

• Create and track metrics such as KPI’s, CSAT and build data dashboards

• Define best practice and process whilst having an immediate impact to support technical incidents

• Responsible for daily activity management, including activities covering Backup services and raising/resolving issues with the backup jobs

• Review and implement user, server, and network change requests

• Follow high-severity and Major incident procedures

• Create automated workflows, document processes and looking to improve the daily ticketing process

• Troubleshooting server-related issues or hardware faults

What We Can Offer You

Competitive Compensation: Attractive salary and benefits package, including discretionary performance-based bonuses

Pension: Pension contribution scheme through Nest

You Time: Competitive annual leave allowance and an increasing holiday allowance based on length of service

Birthdays & Anniversaries: We celebrate milestones with you and offer a day off for your birthday every year. Because no-one should have to work on their birthday!

Work-Life Balance: Flexible working hours and hybrid/remote working options to support a healthy work-life balance

Regular Team Socials: We celebrate our team, our milestones, and our new businesses with social events every month

Investing in Your Future: We encourage a growth mindset through proactive development opportunities. Such as continuous learning opportunities, professional training programs, and career advancement paths

Inclusive Environment: A supportive and inclusive workplace that values diversity and encourages collaboration and innovation

Employee Recognition: Programs to recognise and reward employees for their contributions and achievements

Skills We Need for This Role

• Previous experience in a similar product or technical support role

• Knowledge of troubleshooting (IP addressing, DHCP, DNS)

• Team leading, rota management and global coverage experience will be highly beneficial

• Previous experience of Intercom would be highly desirable

• Strong technical understanding and enthusiasm for new technologies

• Ability to work flexibly and support with critical issues as and when required

• Working knowledge of ITIL processes would be highly beneficial

• Knowledge of Microsoft Office 365

• Excellent verbal and written communication skills, with the ability to collaborate effectively across teams

Don’t quite have all of these skills? Why not apply and our team can review your experience and fit for the role. We’d love to hear from you!

inforcer is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.