Senior Technical Support Engineer

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Senior Technical Support Engineer

Senior Technical Support Engineer Working for a leading Identity Management and Authentication Security Vendor Looking for a support engineer with an IT Security background who has supported Technical Customers. Candidate will have a Windows and Linux support background

Job Description

Senior Technical Support Engineer - Reading - £35,000 - £43,000

My client, a leading Authentication and Identity Management Security vendor is looking to hire a new Senior Technical Support Engineer to work with their Enterprise Customers on technical support issues relating to their security product portfolio.

This is an excellent opportunity to join a well-established security vendor at the heart of Cyber Security.

Responsibilities:
" Interact daily with customers in order to identify, document and resolve customer issues.
" Provide timely, reliable and professional service.
" Interact with various functional departments to provide timely and accurate solutions to end customers.
" Develop policies and procedures to help strengthen the business.
" Provide escalation support to the team
" Maintain ongoing tracking of work using approved productivity tools to ensure customer issues are properly tracked and are continuing to move toward satisfactory resolution within prescribed service level timelines
" Maintain operational documentation and participate in process improvement initiatives
Basic Qualifications
" Degree in IT preferred.
" Strong knowledge of Enterprise Security.
" Previous experience working and resolving high severity cases and acting as a technical referral point
" Working knowledge of the Microsoft and/or Linux based operating systems.
" Knowledge of web servers (e.g., IIS, Apache), application servers (e.g., WebSphere, WebLogic, Tomcat), networking (TCP/IP, routers, firewalls, load balancers).
" Strong analytical, troubleshooting, organizational, and problem solving skills.
" Experience of escalation management
" Proven ability to provide exceptional customer service and adapt quickly to new challenges in a fast-paced environment.
" Ability to work in a collaborative team environment.
" Experience of coaching and mentoring
" Excellent English language communication skills, speaking, listening, writing, and reading.
" Must be eligible to work in the UK
" Willing to travel

Preferred Qualifications:
" Knowledge of products, PKI, authentication, single sign-on, identity management, fraud detection or access control products.
" Databases (e.g., Oracle), and LDAP directories (e.g., Active Directory, Sun One Directory Server).
" Experience with virtualization software knowledge, such as, VMWare ESX server.
" Experience with Salesforce, RemedyForce or other CRM (Customer relationship management) an asset.
" Knowledge of ITIL methodology and implementation.
" Java and C++ programming languages an asset.

Please email your CV or contact David Bennett on 02392 228294

This vacancy is being advertised by Advanced Resource Managers. ARM is a specialist talent acquisition and management consultancy. We provide technical contingency recruitment and a portfolio of more complex resource solutions.

Our specialist recruitment divisions cover the entire technical arena, including some of the most economically and strategically important industries in the UK and the world today. We will never send your CV without your permission.

Advanced Resource Managers IT Limited operates & advertises as an Employment Agency for permanent positions and as an Employment Business for contract/temporary positions.

Key Consultant

David Bennett

David Bennett profile edited

I specialise in the recruitment of pre-sales, professional services and support engineers with a PKI, IAM or encryption background. I have forged a fantastic relationship with five major UK PKI vendors and have a trusted reputation with the consultants in this market.