Security Support Consultant

POSITION DETAILS:

Position Title:

Reports to (POSITION):

Team:

Department:

PURPOSE OF JOB:

Bytes Software Services are currently seeking an experienced Security Support Consultant to join their valued team of motivated engineers in delivering first class support to their customers.

Bytes’ experienced engineers are the lynchpin of our business and proud to act as an extension of our client's IT teams, delivering best in breed support and service to our customers. Each support consultant receives full support, training, and unlimited career progression in this challenging and varied role within a fun, dynamic team.

Your proven track record of delivering excellent customer support will mean you play a vital role in ensuring our customers get maximum benefit from their infrastructure.  The successful applicant would play a pivotal role in keeping standards high and be rewarded accordingly.

KEY RESPONSIBILITIES:

• Become a fully participative member of the SPARC support team, providing quality telephone-based support, and at times, consultancy to Bytes’ customers

• Responsible for dealing with Tier 2 and Tier 3 tickets with the aim to resolve tickets in the most efficient manner

• Ensure tickets are logged and updated within the SLAs throughout the support request life cycle

• Collaborate and share knowledge with the team to assist in case resolution and sharing knowledge

INDIVIDUAL RESPONSIBILITIES:

• Provide 3^rd line telephone support for the Check Point product suite

• Replicate and resolve customer issues where possible prior to vendor escalation

• Meet external and internal SLAs

• Maintenance and development of the lab infrastructure

• Undertake continual learning to maintain and acquire technical knowledge and skills in addition to providing internal training where required

• Assist the Implementation Team as and when required with delivery of customer projects and vendor escalation

• Shifts to cover between 08:00-18:00 UK time

• On Call cover (1 in 5)

WIDER TEAM NETWORK

Internal

• Professional Services, Operations and Sales teams.

External

• Clients, Vendors, and Distribution

QUALIFICATIONS, EXPERIENCE, & SKILLS:

Educational Qualifications:

• Educated to GCSE Level with minimum of A-C Grade in Math and English or equivalent

ESSENTIAL

Professional Qualifications

• Check Point Certified Security Expert (CCSE)

ESSENTIAL

• Check Point Certified Security Master (CCSM)

DESIRABLE

Years of Experience

• 3 + years of experience as a senior Check Point support engineer

ESSENTIAL

Other Requirements

• Solid understanding of networking technologies and network troubleshooting tools

ESSENTIAL

• Possess a thorough understanding of the Check Point Firewall and Endpoint suite

ESSENTIAL

• Experience of providing telephone support for F5

DESIRABLE

• Experience in supporting Forcepoint/Websense

DESIRABLE

CORE Competencies & SKILLS – BASED ON POSITION AND GRADE

• Ability to prioritise work under pressure, work without supervision and use initiative to ensure that tickets are resolved in the most efficient manner.

• Excellent written and verbal communication skills, and capable of communicating effectively with customers, team and senior stakeholders across the business.

• Excellent organisational skills and ability to juggle multiple demands without missing SLAs

• Ability to work both independently and as a team and enjoy working in an environment that requires continuous learning and development

• Ability to troubleshoot issues using own knowledge and skills, vendor information and assistance from the team