UK 1st Line Support Engineer

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We are looking for a personable and confident 1st Line 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.

As the 1st Line Support 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 escalate 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 coverage, with the majority of shifts during office hours (Mon – Fri 9:00 to 17:30).

Qualifications and Experience | About You

The ideal 1st Line Support Engineer will have:

• Previous 1st Line Engineer experience (1 year+)
• 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 continuous development and being proactive in gaining and maintaining certifications.

Who Are Exclusive Networks? | About the Company

We are proud to be an Equal Opportunity Employer. We are committed to recruiting and hiring 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 based on 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.

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