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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. For more information visit www.exclusive-networks.com.

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.

The role

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 for vendors Such as Palo Alto, Thales, Sentinel One and Infoblox.

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.

What you'll do 

  • Respond to technical problems logged by customers via both telephone and e-mail.
  • Resolve technical problems and cases related to security products or escalate to 2nd line engineers as appropriate.
  • Create customer technical environments in our lab and recreate problems.
  • Clearly and concisely input and manage support work, in our case system.
  • Manage the hardware replacement process, working to strict deadlines.
  • Become certified and maintain certification on our security products (primarily firewalls) through our in-house training courses and self-learning.
  • Work on a rota basis to ensure 24/7 cover, however, majority of shifts are office hours (Mon – Fri 9:00 to 17:30).

About you

  • Previous 1st Line Engineer experience (1 year+)
  • Networking related certification (CCNA, CompTIA, N+, etc.) or IT/ Cyber Security related degree.
  • Strong customer service skills and excellent written and verbal communication
  • The ability to work as part of a team and proactively manage workload to meet deadlines
  • A keen interest in continues development and be proactive in gaining and maintaining certifications

About the company

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.