Senior Technical Support Analyst REMOTE
Job Details
Full Job Description
Our client, a leading independent IT reseller providing IT security products and services to a wide variety of customers in the UK and Europe recruit for a Senior Technical Support Analyst. They pride themselves on providing a world class leading consultancy, deployment, and support services through focused customer engagement. You will work alongside a Technical Support Analyst and report into the Head of Technical Services. You will be part of an established yet expanding company that continue to drive their success and increase their market share.
- Salary 35.000+ (neg)
- Comprehensive benefits
- Remote
- Head office: Farnborough
Overview:
The Technical Services team provide a wide range of
services to their customers, providing both proactive and reactive
technical support as well as implementing new technical solutions and,
on completion, ensuring an efficient and complete transition into BAU
operation. In this role as part of the technical services team, you
will be responsible for providing internal technical support, mainly
focussing on providing high level support to their cloud services and
on-premise customers. The successful applicant will initially be
required to support email hygiene and web scanning technologies for a
number of blue-chip organisations. The successful candidate will
quickly become a subject matter expert in these areas and will be
expected to use these skills to articulate to customers the benefits
of these technologies and the value they are able to add through our
program of enhanced services.
Duties and
Responsibilities:
1st and 2nd Line support for the
following technology areas
Email routing
Email hygiene
(spam/malware)
Email encryption (TLS/Policy Based
Encryption)
DMARC/DKIM implementation
Web routing
URL
Filtering
Web data protection
Endpoint Security
Technical
support for internal staff
Supervision of the support team and
provision of KPI data to the business relating to the support
function
Management of the inbound workload and the distribution to
the team
Prompt escalation of ongoing problems and SLA breaches
though the business and also through their vendors
Fostering of
relationships with vendors at a senior support level
In
addition, the successful candidate will be required to,
Carry out remote security/design reviews for existing
customers in this area
Making recommendations and driving these
recommendations to resolve outstanding issues
Produce accurate and
effective documentation
Adhere to relevant change control
processes
Develop strong customer relationships to drive further
engagement
Perform other duties as required by the
business
Required to travel to Farnborough or London once per
quarter
One or more of the following skills are
desirable:
VMWare Infrastructure
administration
Azure Active Directory/LDAP
administration
Networking Skills
(routing/firewalls/switching)
Essential
characteristics:
Broad level of IT experience
(particularly in the email/encryption or web proxy arena)
Excellent
organisational skills
Team Player
Excellent customer service
skills
Good problem-solving capacity and the ability to do so
unsupervised
This is a key and varied role. The successful
candidate will be a primary point of contact with customers, so it is
essential that a high level of professionalism is
maintained.
If you are interested in this position, please
APPLY NOW!
I f you haven't received a response
within 5 working days please assume your application was unsuccessful
on this occasion.
Senior Technical Support Analyst REMOTE
Hampshire Recruitment Service
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