Support Services Engineer

Exclusive Networks; Alton; Hybrid; GBP 25,000 - 32,000; Full time

Benefits offered by this job

2-year Training Academy

Salary increases on exams

24 days holiday + Bank holidays

10% Company Bonus

Hybrid Working

Learning and development

Health care scheme

5% Matched pension

Beer fridge Friday

Cycle to work

Free parking

Enhanced maternity/paternity leave

Job summary

Exclusive Networks is seeking a personable Support Services Engineer to join our 24x7 Technical Support Team in Alton, Hampshire. You will respond to customer technical problems and provide expert support for our firewall-centric security products.

You will develop in-house skills through a structured 2-year training academy, work a 24/7 rota with office hours majority, and benefit from a 10% company bonus, hybrid working, and a comprehensive learning program.

Qualifications

• Strong customer service skills and excellent written and verbal communication.
• Willingness to work 24/7 on a rota basis and support a security product portfolio.
• Interest in ongoing certification and professional development.

Responsibilities

• Respond to technical problems logged by customers via telephone and e-mail.
• Resolve technical problems or escalate to 2nd line engineers as appropriate.
• Create customer lab environments to replicate issues and test fixes.
• Input and manage support work in the ticketing system with accuracy.
• Manage hardware replacement processes and deadlines.
• Maintain and achieve product certifications through in-house training.

Skills

Customer service

Verbal communication

Team player

Proactive workload

Education

Networking certs (CCNA/CompTIA/N+)

Cyber security degree

Job description

Introduction

Exclusive Networks is the global cybersecurity go-to-market specialist that provides partners and end-customers with a wide range of services and product portfolios. With offices in over 45 countries and the ability to serve customers in over 170 countries, we combine deep local expertise with the scale and delivery of a single global organization.

EXCLUSIVE NETWORKS

Exclusive Networks is the global cybersecurity go-to-market specialist that provides partners and end-customers with a wide range of services and product portfolios. With offices in over 45 countries and the ability to serve customers in over 170 countries, we combine deep local expertise 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 ecosystem, shaping a prosperous and trusted digital world, and helping our people to realize their full potential.

DUTIES AND RESPONSIBILITIES

We are looking for a personable and confident Support Engineer to join our 24x7 Technical Support Team, based in Alton, Hampshire. Within this role, you will provide our clients with the highest level of customer service, whilst providing technical support for our portfolio of network security products.

This is an excellent opportunity for you to develop a career in Cyber Security with a structured 2-year course, to support your success in the team and the role.

Our Benefits Include

• 2-year Network Security Training Academy
• Salary increases on successful completion of exams
• 24 days holiday plus Bank holidays, increasing with service
• 10% company Bonus scheme
• Hybrid Working - Work from home 4 out of 5 days a week
• Ongoing learning and development
• Health 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…

QUALIFICATIONS AND EXPERIENCE

About you

As The Support Services Engineer, You Will

• Respond to technical problems logged by customers via both telephone and e-mail.
• Resolve technical problems and cases related to security products or elevate to 2nd line engineers as appropriate.
• Create customer technical environments in our lab and recreate problems.
• Clearly and concisely input and manage support work, in our case system.
• Manage the hardware replacement process, working to strict deadlines.
• Become certified and maintain certification on our security products (primarily firewalls) through our in-house training courses and self-learning.
• Work on a rota basis to ensure 24/7 cover, however, majority of shifts are office hours (Mon - Fri 9:00 to 17:30).

The Ideal Support Services Engineer Will Have

• Previous 1st Line Engineer experience
• Networking related certification (CCNA, CompTIA, N+, etc.) or IT/ Cyber Security related degree.
• Strong customer service skills and excellent written and verbal communication
• The ability to work as part of a team and proactively manage workload to meet deadlines
• A keen interest in continues development and be proactive in gaining and maintaining certifications

WHO ARE EXCLUSIVE NETWORKS?

Why work for us

We 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.

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