Network Support Engineer 

Our client is seeking applications for the position of Technical Support Engineer. This role is in their Network Support Group.

- You must be capable of delivering technical support to both partners and global customer base on Next Gen Firewalls and other associated network products.
- You will work as part of a pod of engineers and aim to deliver a great support experience to customers and partners.
- You will use primarily Phone and Email to support customer set ensuring to adhere to support best practices and the Service Level Objectives in support agreements.
- As well as working within the pod you will liaise with other parts of Technical Support and cross functional teams on a day to day basis.

 
Our client is currently working remotely and happy to discuss flexible working options as they are able to return to company offices.

 
Key Competencies:
Collaboration: An ability to work collaboratively with customers, partners and colleagues to drive the best solution for the customer. 
Technical Curiosity: A demonstrable knowledge of Computer Networking and a desire to keep building on that knowledge and share it with others.
Customer Obsession: Place our customers front and centre in every decision and action carried out in the role.
Initiative: Voluntarily take the steps needed to identify and address existing and potential obstacles, issues, and opportunities.
 

Main duties:

- Work as part of a pod of engineers who are responsible for resolving customers’ product issues via phone, email and chat.
- Build a strong and demonstrable knowledge of our products.
- Solve problems and deliver a top-quality support experience to our customers which will in turn drive customer loyalty and advocacy.
- Collaborate with the next tier of Support and other departments.
- Perform technical training and presentations of software and processes to other staff.
- Mentor and share information with colleagues to increase the knowledge in the team.
- Create online help content to document helpful solutions for our customers & colleagues.
- Actively contribute to the development of new or changed processes and procedures.

 
Experience required:

- Experience of supporting customers via phone & email within an IT environment.
- Know how to frame and understand a customer issue and troubleshoot it through to resolution.   
- Demonstrable knowledge of fundamentals of networking and systems principles including DNS, DHCP, VLANs, Subnetting, Routing Protocols, Email, SSO, Client Security and Antivirus.
- Experience in troubleshooting protocols like HTTP, SMTP, FTP, SMB, DNS and DHCP.
- Troubleshooting using Wireshark or similar for packet captures.
- Professional certifications from Cisco, Microsoft, Sophos, ICS2, GIAC, Network+ etc. not essential but desirable.
- Demonstrated self-starter who can adapt quickly between roles, duties and tasks.
- Excellent verbal and written communication skills, inspiring confidence while leading customers through the steps to resolve issues.
- Knowledge of Virtualization, Linux and Windows systems advantageous.
- Fluent English is required.

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