We understand that this is a Junior role, but we have high hopes for the person joining us! The list below includes all the responsibilities you will take on, but fear not – you will be coached and supported through all of these until you are ready to take those steps on your own. Look at this as more of an aspirational list – do these look like the challenges you would want to get your teeth stuck into?
  • Act as front line Support Engineer, ensuring all support tickets are proactively managed throughout their lifecycle, and regularly updated with active client communications

  • Resolve first line support issues and where necessary liaise with clients, internal customers, and support partners in order to resolve first line support issues • Escalate issues, as needed, to Technical Lead Support • Update and maintain Surevine's knowledge bases

  • Produce the support data required for Surevine's monthly service reports

  • Be part of an occasional out-of-hours on call rota when it is invoked

  • Support our multi-disciplinary software development teams as needed Future Responsibilities

  • Support and maintain Surevine's cloud infrastructures, network infrastructures and maintain high availability through proactive measures, advanced troubleshooting and proactive administration

  • Deploy software and changes to clients' systems during out of hours change windows

Skills and Experience
We aren’t expecting you to be a dab hand at everything just yet, but any experience, exposure to or even an awareness of the following will be a big help:
  • Virtualisation - VMware vSphere Core DC technologies - servers, networks and storage (SAN, NAS and DAS) , Amazon AWS

  • Operating Systems - Linux (esp. RHEL and CentOS)

  • Networks and Security - TCP/IP, routing, firewalling, IPSEC and SSL-VPN

Character traits and experience
  • Background in Customer Support / Service Desk

  • Disciplined, self-organised and motivated to learn and improve in a busy and changing environment

  • Demonstrable Customer Service characteristics; good spoken, written and verbal communication skills

  • Excellent attention to detail. Can you spot the difference between I and l (i and L)?

  • Hold a Computer Science, Engineering, Security or numerate degree qualification, a BTEC Higher National Diploma or other vocational equivalent (such as identifiable contribution to an Open Source project)