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For Companies At a Glance
- Tasks: Provide top-notch technical support to enterprise customers 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.
- Why this job: Make a real impact by solving complex tech issues for global organisations.
- Qualifications: Bachelor's degree in a technical field and 1-3 years of support experience required.
- Other info: Work in a fast-paced environment with opportunities for growth and learning.
The predicted salary is between 36000 - 60000 £ 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
- Ability to work 11:30am-8pm GMT
Benefits
- Optimistic, supportive, and FUN work environment
- Healthcare Plan, Pensions
- Highly competitive salary
Technical Support Associate 2nd Shift, Ability to work 11:30am-8pm GMT in London employer: iboss
Contact Detail:
iboss Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support Associate 2nd Shift, Ability to work 11:30am-8pm GMT 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 the team.
✨Tip Number 2
Practice makes perfect! Prepare for common technical support scenarios you might face in the role. Think about how you'd troubleshoot issues with enterprise networks or cybersecurity challenges, and be ready to share your thought process during interviews.
✨Tip Number 3
Network like a pro! Connect with current employees on LinkedIn or join relevant tech forums. Engaging with people in the industry can give you insider tips and might even lead to a referral, which can boost your chances of landing that job!
✨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 you’re serious about joining iboss and ready to dive into the exciting world of cloud security.
We think you need these skills to ace Technical Support Associate 2nd Shift, Ability to work 11:30am-8pm GMT in London
Some tips for your application 🫡
Show Off Your 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, so don’t hold back on those examples!
Tailor Your Application: Make your application stand out by tailoring it to the job description. Use keywords from the listing, especially around technical support and cybersecurity, to show us you’re a perfect fit for the role.
Be Professional Yet Personable: While we love a friendly vibe, remember to keep it professional. Your written communication should reflect your ability to engage with customers positively and effectively, just like you would in a live chat or call.
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 iboss
✨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 think of specific examples where you solved complex technical issues.
✨Show Off Your Problem-Solving Skills
Prepare to share instances where you've tackled challenging problems in a fast-paced environment. Think about creative solutions you've implemented and how they benefited your team or customers. This will demonstrate your innate curiosity and drive to find solutions.
✨Communicate Clearly and Confidently
Since you'll be interfacing with customers, practice articulating your thoughts clearly. Use simple language to explain complex concepts, and be ready to showcase your excellent verbal and written communication skills during the interview.
✨Familiarise Yourself with iboss Products
Take some time to research iboss and its cloud security solutions. Understanding their products and how they fit into the modern workforce will show your genuine interest in the role and help you answer questions more effectively.
