Support Services Engineer

Company

About the role

Duties and responsibilities

• Respond to customer technical problems by telephone and email.
• Resolve or escalate security product cases to second-line engineers.
• Create technical environments in the lab and recreate problems.
• Record and manage support work in the case system.
• Manage hardware replacements to strict deadlines.
• Gain and maintain certifications on security products, primarily firewalls.
• Work on a rota to provide 24/7 coverage, with most shifts during weekday office hours.

Qualifications and experience

• Previous first-line engineering experience is required.
• Networking certification such as CCNA or CompTIA Network+, or an IT or cybersecurity-related degree, is accepted.
• Strong customer service, written communication and verbal communication skills are required.
• Candidates should be able to work in a team, manage workload proactively and meet deadlines.
• A proactive approach to continuous development and certification is expected.

Schedule

• The team operates on a rota basis to ensure 24/7 coverage.
• Most shifts are office hours from Monday to Friday, 9:00 to 17:30.

Working arrangement

• The role is based in Alton, Hampshire, with work-from-home four days out of five described in the benefits section.

Benefits

• Benefits include a two-year training academy, exam-related salary increases, holiday, bonus, healthcare and matched pension.
• Additional benefits include learning and development, cycle-to-work support, free parking and enhanced family leave.