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- Tasks: Provide 24x7 support, troubleshoot technical issues, and manage customer cases.
- Company: Join Exclusive Networks, a global leader in cybersecurity with a vibrant culture.
- Benefits: Enjoy 24 days holiday, birthday off, and a fun work environment with social events.
- Why this job: Make a real impact in cybersecurity while developing your skills in a supportive team.
- Qualifications: 1+ year in technical support, networking certification, and great communication skills.
- Other info: Flexible working options and opportunities for continuous learning and career progression.
The predicted salary is between 36000 - 60000 £ per year.
Exclusive Networks (EXN) is a global cybersecurity specialist that provides partners and end-customers with a wide range of services and product portfolios via proven routes to market. With offices in over 45 countries and the ability to serve customers in over 170 countries, we combine a local perspective 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 clients, doing our part to create a prosperous and trusted digital world, and helping our people to realize their potential.
Our Company Benefits Are As Follows
- 24 days holiday plus Bank holidays, increasing with service up to 30 days and we want you to take them.
- Your birthday off
- Pay 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…
DUTIES AND RESPONSIBILITIES
About the role
The 24×7 Support engineers are the first contact our customers have when requiring technical support. The Support team will manage customer service and expectations, while delivering technical support for our portfolio of Network Security products.
As The 24×7 Support Engineer, You Will
- Respond to telephone or email problems logged by our customers.
- Work technical problems/cases related to certified security products to resolution or escalate to 2nd line engineers as appropriate.
- Create customer technical environments in our lab and recreate problems where appropriate.
- Input and manage support work in our case system, clearly and concisely.
- Managing the hardware replacement process to strict deadlines.
- Work shift pattern to ensure 24×7 support cover, however majority of shifts are within office hours (Mon-Fri 9am – 5.30pm).
QUALIFICATIONS AND EXPERIENCE
The Ideal Candidate Will Have
- Previous technical support experience (1 year+).
- Networking related certification (CCNA, CompTIA N+, etc.).
- Networking related degree.
- Any work experience demonstrating customer service (1 year+).
- Great communication skills and ability to articulate well with customers.
- Ability to manage own time and workload.
- Working both as part of a dynamic team, and independently.
- Resilient to the stress of a busy and challenging work environment.
- Interest in continuous learning in technical support and products is essential.
- Become certified and maintain certification on our security products (primarily firewalls) through our in-house training courses and self-learning.
- Development includes enrolment into the Exclusive Networks Academy which outlines training and progression paths.
24×7 Support Engineers will receive technical product training and are encouraged to work independently but they need to ensure that they meet deadlines / SLAs for our customers. They will need to appropriately identify when cases need to be escalated to the 2nd line team or to the Technical Support Manager, for example when help is required to meet SLAs or to resolve more complex cases.
The role is based in Alton, Hampshire. There is the option to work from home, with some regular office-based work. As such candidates are required to have their own transport if commuting, or live locally to meet shift working.
REQUIREMENTS
WHO IS 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.
We care about your data: please read our Recruitment Data Protection Policy prior to applying, and therefore sharing your data with us.
Good Luck!
Desired Skills And Experience
Technical Support 24×7 support
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24x7 Support Engineer employer: Exclusive Networks
Contact Detail:
Exclusive Networks Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land 24x7 Support Engineer
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those at Exclusive Networks. A friendly chat can sometimes lead to job opportunities that aren't even advertised.
✨Tip Number 2
Prepare for the interview by brushing up on your technical skills and customer service experience. Be ready to share specific examples of how you've solved problems in the past – it shows you can handle the pressure!
✨Tip Number 3
Show your passion for continuous learning. Mention any relevant certifications or courses you've taken, especially in networking or cybersecurity. It’ll demonstrate your commitment to growth in this field.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're serious about joining the Exclusive Networks team.
We think you need these skills to ace 24x7 Support Engineer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the 24x7 Support Engineer role. Highlight your technical support experience and any relevant certifications like CCNA or CompTIA N+. We want to see how your skills match what we're looking for!
Craft a Catchy Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about cybersecurity and how you can contribute to our mission at Exclusive Networks. Keep it concise but engaging – we love a good story!
Show Off Your Communication Skills: Since this role involves a lot of customer interaction, make sure to showcase your communication skills in your application. Whether it's through your CV or cover letter, let us know how you articulate technical issues clearly and effectively.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, you’ll find all the details about the role and our company culture there!
How to prepare for a job interview at Exclusive Networks
✨Know Your Tech
Brush up on your technical knowledge, especially around networking and cybersecurity. Be ready to discuss your previous experiences with technical support and any relevant certifications like CCNA or CompTIA N+. This will show that you’re not just familiar with the concepts but can also apply them in real-world scenarios.
✨Customer Service Focus
Since this role involves direct interaction with customers, prepare examples of how you've successfully handled customer issues in the past. Highlight your communication skills and ability to articulate complex technical problems in a way that’s easy for customers to understand.
✨Show Your Resilience
The job can be busy and challenging, so think of situations where you’ve managed stress effectively. Share stories that demonstrate your ability to stay calm under pressure and how you prioritise tasks when things get hectic.
✨Embrace Continuous Learning
Express your enthusiasm for ongoing learning and development. Mention any recent courses or certifications you’ve pursued, and be prepared to discuss how you plan to keep your skills updated, especially regarding the security products you'll be working with.
