Junior Technical Support Engineer

We are looking for a Junior Technical Support Engineer to provide first line technical support to our customers. The ideal candidate will be responsible for resolving customer issues, answering support tickets, and providing solutions to technical problems. This position requires excellent communication skills and the ability to work in a fast-paced environment.

Responsibilities

Respond to customer technical assistance requests:

• Respond to customer technical assistance requests for network security and endpoint products
• Diagnose and report product issues for a Linux-based network security appliance
• Diagnose and report product issues for Windows-based server, Linux-based server and multi-platform endpoints
• Advise customers on configuration and tuning security policies
• Track customer issues and resolutions
• Support a global customer base including customers in Europe and the Middle East
• Ability to work out-of-hours (rota-basis) to support customer needs
• Master product operations and new version updates
• Contribute to solutions in our online knowledge base
• Collaborate with Sales Engineering and Services staff to provide priority technical support
• Work with QA/Testing staff to provide field use case information and requirements for added test cases
• Work with Documentation staff to improve content and organization of product information

Requirements

• 1-3 years experience with installing and troubleshooting network devices

• 1-3 years experience as a Linux power user and diagnostician
• 1-3 years of Windows administration or helpdesk experience
• Demonstrated problem isolation and diagnostic skills
• Good oral and written communication skills

Additional Nice to haves:

• Experience in customer-facing role
• Demonstrated ability to communicate complex technical information clearly, accurately, and appropriately
• Familiarity with IP network protocols and services, Firewalls, VPNs and Proxy
• Familiarity with endpoint solutions around enterprise IT disk encryption, AV and workstation package management
• Ability to effectively troubleshoot network and connectivity issues
• Strong personal organization, follow-up and initiative, coupled with ability to re-prioritize tasks
• Experience with network security products, such as IPS/IDS solutions

• Experience with hardware troubleshooting and diagnosis

Benefits

Competitive salary, commensurate with experience

Flexible location - Fully remote from within the UK

Flexible working hours

Employee Assistance Programme

Pension

Private Medical Insurance

Death in Service

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