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3rd Line Support

SecureData is a specialist cybersecurity services and solutions company and we are currently seeking an ambitious and driven 3rd Line Support Engineer to join our team in Maidstone, Kent.

The 3rd Line Support team work a split day shift system covering the hours 7am to 9pm, Monday to Friday on a rota basis.

Your key responsibilities as a 3rd Line Support Engineer will include the following:

  • To provide third line support and escalation of helpdesk tickets to our customer base, working to specific SLA’s
  • Providing remote support and change management assistance to our customer base on a 24x7 basis as required
  • Managing and monitoring call queues ensuring adherence to customer SLA’s
  • Proactive Technical account management for large corporate clients, providing a single point of contact for customers to escalate issues
  • Project work including onsite installation & upgrades of products from the SecureData Portfolio as required
  • To provide Quality Assurance checking as part of the SecureData and customer change control process
  • Ensuring that all case related documentation is clear, concise and updated in the Helpdesk/CRM systems
  • Ensuring that customers are updated continuously on the status of their issues      
  • Taking part in the on call rota, approximately 1 in 6-8 weekends.
  • Have responsibility for client firewalling and network security, to control secure client connections providing Remote Access into DMZ environments using VPN solutions

You must have the following skills and experience to join the 3rd Line Support team:

  • Experience with networking connectivity in a switched/routed IP environment - LAN, Port-Channels, and SVI
  • The ability to design, troubleshoot and understand security principles, with experience of industry standard firewall products, including high availability solutions
  • Experience with networking hardware, including Cisco, Nortel, and Extreme routers / switches
  • Ability to troubleshoot end-end connectivity design, and customer networks across MPLS networks
  • Knowledge of LAN/WAN design, support and infrastructure changes across a multiple routed protocol environment including OSPF, EIGRP.
  • Knowledgeable design of OSPF networks through mergers and acquisitions. Be able to advise on full backbone build and configuration including gigabit fibre links to closet switches, and ability to advise on bandwidth management.
  • Have technical rollout knowledge of VPN solutions and Full Branch Office Tunnel configuration for secure manageable access, including AWS.

By joining one of the world’s leading cybersecurity companies, you will be offered the following:

  • An opportunity to join a fun, social and lively SOC team that are growing rapidly!
  • A chance to undertake the very best, comprehensive industry related training within a niche, cyber security company
  • Career opportunities within a unique industry and organisation
  • Company pension scheme
  • Competitive salary and generous holiday allowance
  • Private medical healthcare with BUPA
  • Life insurance
  • Childcare vouchers
  • A free annual eye test
  • Company events several times per year

NB: No recruitment agencies - any speculative CV's shall be taken as a gift and we shall not be liable for a fee.

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