Senior Technical Support Analyst REMOTE

Our client, a leading independent IT reseller providing IT security products and services to a wide variety of customers in the UK and Europe recruit for a Senior Technical Support Analyst. They pride themselves on providing a world class leading consultancy, deployment, and support services through focused customer engagement. You will work alongside a Technical Support Analyst and report into the Head of Technical Services.  You will be part of an established yet expanding company that continue to drive their success and increase their market share.

• Salary £35.000+ (neg)
• Comprehensive benefits
• Remote
• Head office: Farnborough 

Overview:

The Technical Services team provide a wide range of services to their customers, providing both proactive and reactive technical support as well as implementing new technical solutions and, on completion, ensuring an efficient and complete transition into BAU operation. In this role as part of the technical services team, you will be responsible for providing internal technical support, mainly focussing on providing high level support to their cloud services and on-premise customers. The successful applicant will initially be required to support email hygiene and web scanning technologies for a number of blue-chip organisations. The successful candidate will quickly become a subject matter expert in these areas and will be expected to use these skills to articulate to customers the benefits of these technologies and the value they are able to add through our program of enhanced services.

Duties and Responsibilities:

1st and 2nd Line support for the following technology areas
Email routing
Email hygiene (spam/malware)
Email encryption (TLS/Policy Based Encryption)
DMARC/DKIM implementation
Web routing
URL Filtering
Web data protection
Endpoint Security
Technical support for internal staff
Supervision of the support team and provision of KPI data to the business relating to the support function
Management of the inbound workload and the distribution to the team
Prompt escalation of ongoing problems and SLA breaches though the business and also through their vendors
Fostering of relationships with vendors at a senior support level

In addition, the successful candidate will be required to,

Carry out remote security/design reviews for existing customers in this area
Making recommendations and driving these recommendations to resolve outstanding issues
Produce accurate and effective documentation
Adhere to relevant change control processes
Develop strong customer relationships to drive further engagement
Perform other duties as required by the business
Required to travel to Farnborough or London once per quarter

One or more of the following skills are desirable:

VMWare Infrastructure administration
Azure Active Directory/LDAP administration
Networking Skills (routing/firewalls/switching)

Essential characteristics:

Broad level of IT experience (particularly in the email/encryption or web proxy arena)
Excellent organisational skills
Team Player
Excellent customer service skills
Good problem-solving capacity and the ability to do so unsupervised

This is a key and varied role. The successful candidate will be a primary point of contact with customers, so it is essential that a high level of professionalism is maintained.

If you are interested in this position, please APPLY NOW!

If you haven't received a response within 5 working days please assume your application was unsuccessful on this occasion.