At a Glance
- Tasks: Provide top-notch IT support and resolve technical issues for users.
- Company: Join a leading cybersecurity firm focused on innovation and efficiency.
- Benefits: Enjoy competitive pay, flexible hours, and a supportive work environment.
- Other info: Be part of a diverse team with regular social events and career development opportunities.
- Why this job: Make a real impact in tech while growing your skills in a dynamic team.
- Qualifications: Experience in product support and a passion for technology is essential.
The predicted salary is between 36000 - 60000 £ per year.
About Us
Inforcer is a leading provider of innovative solutions in the cybersecurity sector and dedicated to enhancing efficiency, improving security and driving success for our clients. We focus on providing MSPs with fundamental tools and technology they need to manage Microsoft Security policies for multiple tenants in a simple and effective way. Our mission is to be enforced in every MSP!
About the Role
We are seeking a proactive and organised Product Support Specialist to join our team. The ideal candidate will have a strong background in 1st and 2nd Line Service Desk or Product Support, ideally within an MSP or Microsoft environment, with focus on technology and SaaS solutions. You’ll be responsible for managing day-to-day ticketing process whilst having the opportunity to build out KPI’s and Service Desk objectives. If this sounds like you, we’d love to hear from you.
What you’ll be doing:
- Triage and resolve critical incidents, delivering a high-quality IT Support Service
- Provide 1st and 2nd line IT support to internal and external users, diagnosing and resolving technical issues across a range of systems and platforms
- Handle issue tickets within Intercom in an effective manner
- Provide professional and empathetic support to users
- Create and track metrics such as KPI’s, CSAT and build data dashboards
- Define best practice and process whilst having an immediate impact to support technical incidents
- Responsible for daily activity management, including activities covering Backup services and raising/resolving issues with the backup jobs
- Review and implement user, server, and network change requests
- Follow high-severity and Major incident procedures
- Create automated workflows, document processes and looking to improve the daily ticketing process
- Troubleshooting server-related issues or hardware faults
What We Can Offer You:
- Competitive Compensation: Attractive salary, benefits package, and competitive annual leave allowance
- Work-Life Balance: Flexible working hours and hybrid/remote working options to support a healthy work-life balance
- Regular Team Socials: We celebrate our team, our milestones, and our new businesses with social events every month
- Investing in Your Future: We encourage a growth mindset through proactive development opportunities, such as continuous learning opportunities, professional training programs, and career advancement paths
- Inclusive Environment: A supportive and inclusive workplace that values diversity and encourages collaboration and innovation
- Employee Recognition: Programs to recognise and reward employees for their contributions and achievements
Skills We Need for This Role:
- Previous experience in a similar product or technical support role
- Knowledge of troubleshooting (IP addressing, DHCP, DNS)
- Team leading, rota management and global coverage experience will be highly beneficial
- Previous experience of Intercom would be highly desirable
- Strong technical understanding and enthusiasm for new technologies
- Ability to work flexibly and support with critical issues as and when required
- Working knowledge of ITIL processes would be highly beneficial
- Knowledge of Microsoft Office 365
- Excellent verbal and written communication skills, with the ability to collaborate effectively across teams
Don’t quite have all of these skills? Why not apply and our team can review your experience and fit for the role. We’d love to hear from you!
Inforcer is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
Product Support Specialist - UK in London employer: inforcer
Inforcer is an exceptional employer, offering a dynamic work environment in the cybersecurity sector where innovation thrives. With competitive compensation, flexible working arrangements, and a strong emphasis on employee growth through continuous learning opportunities, we foster a culture of collaboration and inclusivity. Join us to be part of a team that celebrates achievements and values diversity while making a meaningful impact in the MSP community.
StudySmarter Expert Advice🤫
We think this is how you could land Product Support Specialist - UK in London
✨Tip Number 1
Network like a pro! Reach out to folks in the cybersecurity and MSP space on LinkedIn. Join relevant groups, participate in discussions, and don’t be shy about asking for informational interviews. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for those interviews by practising common questions related to product support and technical troubleshooting. We recommend doing mock interviews with friends or using online platforms. The more you practice, the more confident you'll feel when it’s your turn to shine!
✨Tip Number 3
Showcase your skills! Create a portfolio or a personal website where you can highlight your achievements, projects, and any metrics you've improved in previous roles. This is a great way to stand out and demonstrate your value to potential employers.
✨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, we love hearing from candidates who are genuinely interested in joining our mission at Inforcer!
We think you need these skills to ace Product Support Specialist - UK in London
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that match the Product Support Specialist role. Highlight any relevant experience in 1st and 2nd Line Service Desk or Product Support, especially within an MSP or Microsoft environment.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about the role and how your background aligns with our mission at Inforcer. Be genuine and let your personality come through!
Showcase Your Technical Skills:Since this role involves troubleshooting and technical support, make sure to mention your knowledge of IP addressing, DHCP, DNS, and any experience with Intercom. We want to see your enthusiasm for technology!
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 shows you’re keen on joining our team!
How to prepare for a job interview at inforcer
✨Know Your Tech Inside Out
Make sure you brush up on your technical knowledge, especially around troubleshooting IP addressing, DHCP, and DNS. Familiarise yourself with Microsoft Office 365 and any relevant SaaS solutions, as this will show your potential employer that you're ready to hit the ground running.
✨Master the Art of Empathy
As a Product Support Specialist, you'll need to provide professional and empathetic support to users. Practice active listening and think about how you can convey understanding and patience when discussing technical issues. This will help you stand out during the interview.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've triaged and resolved critical incidents in the past. Be ready to discuss specific situations where you managed ticketing processes effectively, and how you defined best practices to improve service delivery.
✨Get Familiar with Intercom
If you have experience with Intercom, make sure to highlight it! If not, take some time to learn about it before your interview. Understanding how to handle issue tickets within this platform will be a big plus and demonstrate your initiative.
