At a Glance
- Tasks: Assist enterprise customers with technical support via chat, tickets, and phone.
- Company: Join iboss, a leading cloud security company trusted by Fortune 50 enterprises.
- Benefits: Enjoy a fun work environment, competitive salary, healthcare, and pension plans.
- Other info: Dynamic role with opportunities to work on large, complex networks.
- Why this job: Make a real impact by solving complex tech issues for global organisations.
- Qualifications: Bachelor's degree in tech and 1-3 years of support experience required.
The predicted salary is between 30000 - 40000 € per year.
Company Overview iboss is a cloud security company that enables the modern workforce to connect securely and directly to all applications from wherever they work. Built on a containerized cloud architecture, iboss delivers security capabilities such as SWG, malware defense, RBI, CASB and data loss prevention to all connections via the cloud, instantaneously and at scale. This eliminates the need for traditional network security appliances, such as VPNs, firewalls and web gateway proxies, which are ineffective at protecting a cloud‑first and mobile world. Leveraging a purpose‑built cloud architecture backed by 230+ issued and pending patents and more than 100 points of presence globally, iboss processes over 150 billion transactions daily, blocking 4 billion threats per day. More than 4,000 global enterprises trust the iboss Cloud Platform to support their modern workforces, including a large number of Fortune 50 companies.
Job Description Technical Support Associates interface directly with our Enterprise (Commercial, Government, K12) customers via live chat, ticket system, and telephone to assist them with technical support issues or inquiries. An ideal candidate for this role will have a wide breadth of knowledge and experience with enterprise networks, systems, and cybersecurity. An outstanding candidate will have previously been the “go‑to” network engineer, system administrator, or security engineer in a previous role. The outstanding candidate will also understand the challenges that administrators face when trying to secure their users and devices in today’s borderless network landscape and have a track record of solving them. If you have an innate curiosity to understand how systems work (and could possibly be abused), a drive to find creative solutions to problems others may think are impossible to solve, are comfortable in a fast paced, challenging, and exciting environment, and are driven to provide customer satisfaction, we want to hear from you. We’ll provide the opportunity for you to work with some of the largest and most complex networks on the planet, providing a service that helps protect organizations and users from threats.
Responsibilities
- Solve complex technical support inquiries via telephone, live chat, and ticket interactions with a positive and professional demeanor;
- Document interactions comprehensively for auditing and record keeping purposes;
- Spin up lab environments consisting of firewalls, switches, routers, and endpoints to reproduce customer environments for advanced troubleshooting purposes;
- Work with team leads and management to bubble up recurring issues or opportunities for product or process improvements;
- Participate in testing pre‑release solutions and validating performance against test plans documenting results;
- Create and submit knowledgebase entries to help improve customer self‑service capabilities;
- Create and maintain internal knowledge systems to assist other internal team members;
- Stay abreast of product changes, working with lab and test systems to come up to speed quickly with new capabilities, devices, and features;
Skills / Qualifications
- Bachelor's degree in technical field (Computer Science, Computer Engineering, Information Technology)
- 1-3 years of previous technical support experience
- Possess a strong work ethic and team player mentality
- Excellent communication skills both verbal and written
- Experience designing and supporting multilayer IP networks; routing and switching
- Experience with network security; firewalls, intrusion prevention, risk assessment, pen testing, content filtering, PKI, SSL/TLS
- Experience managing Windows Server or Red Hat Linux server environments; Proficient with Linux
- Experience managing large (>1k seat) Windows and Mac workstation deployments
- Experience managing DNS; Microsoft or Bind
- Experience with virtualization, specifically VDI implementations
- Experience with acquiring and analyzing packet captures
- Experience/familiarity with managing enterprise deployments of iOS, Android, and Chromebook devices
- Highly developed sense of integrity and commitment to customer satisfaction
- Strong detail orientation and listening skills
- Strong decision‑making and analytical abilities
Benefits
- Optimistic, supportive, and FUN work environment
- Healthcare Plan, Pensions
- Highly competitive salary
The duties and responsibilities described above are essential functions of the job. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, status as a veteran or as an individual with a disability.
Technical Support Associate in London employer: GoTo Meeting
At iboss, we pride ourselves on being an exceptional employer, offering a vibrant and supportive work culture that fosters innovation and collaboration. As a Technical Support Associate, you'll have the opportunity to engage with cutting-edge cloud security technologies while working alongside some of the brightest minds in the industry. With competitive salaries, comprehensive healthcare plans, and a commitment to employee growth, iboss is dedicated to ensuring that our team members thrive both personally and professionally in a fun and dynamic environment.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Support Associate in London
✨Tip Number 1
Get to know the company inside out! Research iboss and its cloud security solutions. Understanding their products and services will help you tailor your conversations during interviews and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your technical skills! Since this role involves solving complex inquiries, brush up on your knowledge of enterprise networks and cybersecurity. Consider setting up a lab environment at home to experiment with firewalls and routers, just like you'd do in the job!
✨Tip Number 3
Show off your problem-solving skills! During interviews, be ready to share examples of how you've tackled tough technical issues in the past. Use the STAR method (Situation, Task, Action, Result) to structure your answers and make them memorable.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows that you’re proactive and serious about joining the iboss team. Let’s get you that Technical Support Associate role!
We think you need these skills to ace Technical Support Associate in London
Some tips for your application 🫡
Show Your Technical Skills:When you're writing your application, make sure to highlight your technical skills and experience. We want to see how you've tackled complex issues in the past, especially in network security and support roles.
Be Personable:Since you'll be interacting with customers, it's important to convey your communication skills. Use a friendly tone in your application to show us that you can connect with clients and provide excellent support.
Tailor Your Application:Make sure to tailor your application to the role of Technical Support Associate. Mention specific experiences that relate to the job description, like troubleshooting or working with enterprise networks, to catch our eye.
Apply Through Our Website:We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you get all the updates directly from us!
How to prepare for a job interview at GoTo Meeting
✨Know Your Tech Inside Out
Make sure you brush up on your knowledge of enterprise networks, systems, and cybersecurity. Be ready to discuss your previous experiences as a network engineer or system administrator, and how you've tackled complex technical issues in the past.
✨Practice Problem-Solving Scenarios
Prepare for situational questions by thinking through common technical support scenarios. Consider how you would approach troubleshooting a network issue or resolving a customer’s security concern, and be ready to explain your thought process clearly.
✨Show Off Your Communication Skills
Since you'll be interfacing with customers directly, practice articulating technical concepts in a way that's easy to understand. Use examples from your past roles where you successfully communicated complex information to non-technical users.
✨Demonstrate Your Curiosity
Highlight your innate curiosity about how systems work and your drive to find creative solutions. Share examples of when you've gone above and beyond to solve a problem, especially in fast-paced environments, to show that you're proactive and dedicated to customer satisfaction.
