- About us
Country: United Kingdom
Department: Technical Support
Please note, you must have valid right to work in the UK documents to be considered for this role.
The 24×7 Support engineers are the first contact our customers have when requiring technical support. The Support team will manage customer service and expectations, while delivering technical support for our portfolio of Network Security products.
The Technical Academy
The Exclusive Networks Technical Academy has been designed to give our technical engineers a structured learning experience and exposure to our clients’ technical problems, when they have the required levels of technical experience and certifications. Our experience shows us that this structured learning program will give our engineers the background and experience to move through the technical ranks.
During our two year program, the engineers will become equipped for the challenges in the senior Technical Support roles and management, as well as being ready for our Pre-Sales, Professional Services and Training.
Accountabilities and activities
Experience and education
The ideal candidate will have as many of the following as possible:
courses and self-learning. Development includes enrolment into the Exclusive Networks Academy which outlines training and progression paths
24×7 Support Engineers will receive technical product training and are encouraged to work independently but they need to ensure that they meet deadlines / SLAs for our customers. They will need to appropriately identify when cases need to be escalated to the 2nd line team or to the 24×7 Team Leader or Technical Support Manager, for example when help is required to meet SLAs or to resolve more complex cases.
The role is based in Alton, Hampshire. Candidates are required to have their own transport if commuting, or live locally to meet shift working requirements.
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