1st Line Support Engineer

Exclusive Networks (EXN) is a global cybersecurity specialist that provides partners and end-customers with a wide range of services and product portfolios via proven routes to market. With offices in over 45 countries and the ability to serve customers in over 170 countries, we combine a local perspective with the scale and delivery of a single global organization. Our best-in-class vendor portfolio is carefully curated with all leading industry players. Our services range from managed security to specialist technical accreditation and training and capitalize on rapidly evolving technologies and changing business models. At Exclusive Networks, we are passionate about making a difference. That means delivering the best to our clients, doing our part to create a prosperous and trusted digital world, and helping our people to realize their potential. Our benefits include: 24 days holiday plus Bank holidays, increasing with service Your birthday off 10% company Bonus scheme Hybrid Working Ongoing learning and development Beer fridge Friday and quarterly social events Cycle to work scheme Free parking Enhanced maternity and paternity leave and more… DUTIES AND RESPONSIBILITIES We are looking for a personable and confident 1st Line Engineer to join our 24x7 Technical Support Team, based in Alton, Hampshire. Within this role, you will provide our clients with the highest level of customer service, whilst providing technical support for our portfolio of network security products. This is an excellent opportunity for you to develop a career in Cyber Security with a structured 2-year academy to support your success in the team and the role. As the 1st Line Support Engineer, you will: Respond to telephone or email problems logged by our customers. Work technical problems/cases related to certified security products to resolution or escalate to 2nd line engineers as appropriate. Create customer technical environments in our lab and recreate problems where appropriate. Input and manage support work in our case system, clearly and concisely. Manage the hardware replacement process to strict deadlines. Work shift pattern to ensure 24x7 support cover, however majority of shifts are office hours (Mon-Fri 9:00 to 17:30). QUALIFICATIONS AND EXPERIENCE The ideal 1st Line Support Engineer will have: Previous technical support experience (1 year+). Networking related degree. Great communication skills and ability to articulate well with customers. Ability to manage own time and workload. Experience working both as part of a dynamic team and independently. Resilience to the stress of a busy and challenging work environment. Interest in continuous learning in technical support and products is essential. Willingness to become certified and maintain certification on our security products (primarily firewalls) through our in-house training courses and self-learning. WHO ARE EXCLUSIVE NETWORKS? We are people-focused and strongly believe that talent empowers us to continue our dynasty of disruption and growth in the future. Our Mission is to drive the transition to a totally trusted digital world for all people and organizations. We are proud to be an Equal Opportunity Employer. We are committed to the recruitment and hiring of individuals from diverse backgrounds and experiences, as we believe this strengthens our ability to develop superior solutions, make informed decisions, and better serve our valued customers. We do not discriminate against individuals on the basis of race, religion, color, national origin, gender, sexual orientation, disability status, or any similar characteristic. Employment decisions are made solely on the basis of qualifications, merit, and business need. We care about your data: please click here to read our Recruitment Data Protection Policy prior to applying, and therefore sharing your data with us.

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