Senior Technical Support Engineer - Network

Description - Senior Technical Support Engineer This is a fantastic opportunity for an senior level customer-facing Technical Support Engineer to join our team in Cambridge. You’ll be helping make our customers successful by providing high-quality, efficient support for our virtualization-based security solutions and cloud customers. The Senior Technical Support Engineer interacts with our customers and takes ownership of technical issues through to resolution, using a variety of tools, resources, and expertise. Our ideal candidate will have a passion for customer satisfaction and excellent technical and time management skills. You’ll work well within a team but will be able to work through hard problems independently and have a self-motivated enthusiasm for continuous learning. What you’ll be doing as a Senior Technical Support Engineer: Fulfil incoming incidents, requests, and escalations, assisting customers and stakeholders in a courteous and professional manner Perform technical problem diagnosis and resolution Schedule, manage and deploy configuration changes/endpoint updates to our customer cloud environments Schedule, manage and health-check customer cloud environments Provision and deprovision customer cloud environments Assess, analyse and make technical recommendations to improve customer supported cloud platforms Schedule, manage and deploy configuration changes/endpoint updates to our customer cloud environments Through effective communication, ensure customers are well informed Where appropriate, perform customer follow-ups to gather further information to drive issues through to resolution Follow support and business processes accurately with attention to detail. Proactively look for opportunities to improve the efficiency and quality of our services Responsibility for customer-facing support of pre-sales prospects, customers and partners. Serving as a our subject matter expert, educating customers on best practices. Communicating with customers and stake holders via e-mail, ticket systems and remote conference calls. Requirements for the Senior Technical Support Engineer: Exceptional customer service skills, particularly the ability to empathise and follow through tasks to ensure customer satisfaction Excellent organisation to ensure that many concurrent incidents are all being taken care of in a timely manner Direct work experience in a similar environment (ideally supporting external clients) Experience with managing and supporting customers in a cloud environment or SaaS style service Prior experience troubleshooting and maintaining Windows Operating environments Knowledge of enterprise endpoint deployment tools Solid understanding of networks and networking protocols Solid understanding of virtualization products and concepts A great Senior Technical Support Engineer will have Bachelor’s degree in Computer Science/Engineering or related technical degree or equivalent Experience deploying, configuring and/or supporting endpoint security products The important criteria for joining our Technical Support team are: Good analytical skills, demonstrating the ability to break down complex problems and a desire to get to the bottom of things. Rich technical skills and passionate about new technology and the tech industry. Detail-oriented, diligent and with the ability to multi-task and follow through on multiple cases. Confidence to operate in a customer facing role, with excellent communication skills. Ability to work with minimal direction, pick up new concepts and technologies quickly are highly desirable.