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- 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.
- Other info: Be part of a dynamic team with opportunities for growth and learning.
- 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.
The predicted salary is between 36000 - 60000 £ per year.
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.
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.
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.
Technical Support Associate employer: iboss
Contact Detail:
iboss Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technical Support Associate
✨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 troubleshooting complex issues, 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 challenges 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. Good luck!
We think you need these skills to ace Technical Support Associate
Some tips for your application 🫡
Show Your Technical Skills: Make sure to highlight your technical expertise in your application. We want to see your experience with enterprise networks, systems, and cybersecurity. Don’t be shy about showcasing any relevant projects or roles where you were the go-to person for tech support!
Tailor Your Application: Take a moment to customise your application for the Technical Support Associate role. Use keywords from the job description to demonstrate that you understand what we’re looking for. This shows us you’re genuinely interested and have done your homework!
Be Professional Yet Personable: When writing your cover letter or email, strike a balance between professionalism and a friendly tone. We appreciate candidates who can communicate effectively and positively, as this reflects how you’ll interact with our customers.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy – just follow the prompts and submit your details!
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 how you've tackled complex technical issues in the past.
✨Show Off Your Problem-Solving Skills
Prepare to share specific examples of challenging problems you've solved. Think about situations where you had to get creative to find solutions that others might have overlooked. This will demonstrate your innate curiosity and ability to think outside the box.
✨Practice Your Communication
Since you'll be interfacing with customers directly, practice explaining technical concepts in simple terms. Role-play common support scenarios with a friend to ensure you can communicate effectively and maintain a positive demeanor under pressure.
✨Familiarise Yourself with the Company
Do some research on iboss and their cloud security solutions. Understanding their products and the challenges they address will help you tailor your responses and show that you're genuinely interested in the role and the company.