Technical Support Administrator

14 hours ago

Alton, United Kingdom Exclusive Networks Limited Full time

Exclusive Networks is a global trusted cybersecurity specialist for digital infrastructure founded in 2003, based in France (Boulogne-Billancourt), a leader in its market and having a global presence in more than 40 countries across Europe, Middle East, Africa, Asia-Pacific, and North America through more than 70 fully owned subsidiaries and listed on Euronext Paris since Sept 23, 2021. In 2021, Exclusive Networks generated sales of 3.3 billion euros.

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 safe digital world, and helping our people to realize their potential.

**Our benefits include**:

- 24 days holiday plus Bank holidays, increasing with service
- Your birthday off
- 10% company Bonus scheme
- Hybrid Working
- Ongoing learning and development
- Health care scheme
- 5% Matched pension scheme
- Beer fridge Friday and quarterly social events
- Cycle to work scheme
- Free parking
- Enhanced maternity and paternity leave and more

**DUTIES AND RESPONSIBILITIES** | **About the role**

As the Technical Support Administrator, you will be responsible for managing the 24x7 Support Inbox and answering calls. You will create and update cases ensuring requests from our vendors and partners are reviewed and actioned.

**As the Technical Support Administrator, you will**:

- Manage the support queue
- Alert the technical team to high priority cases and call back requests
- Liaise with the contracts team to create new support contracts and validating existing details
- Maintain the CRM with new or updated entries.
- Managing Return Merchandise Authorisation hardware replacements to achieve SLA’s
- Identify complex request and escalation to a 24x7 engineer, or a Technical Support Manager as needed.

**QUALIFICATIONS AND EXPERIENCE** | **About you**

**The ideal Technical Support Administrator will**:

- IT proficient with working knowledge of MS office products, and an interest in developing Networking Security knowledge and advancing within the team.
- Have an excellent work ethic and provide great customer service and develop strong relationships with both internal and external customers
- Work well under pressure and meet targets
- Be educated to A-level standard with previous experience working in a customer service-based role.
- Be able to take initiative and actively seek solutions to problems
- Enjoy working in a team environment and be able to work autonomously and use initiative
- A level in IT/ Computing, CCNA or CompTIA N+ certification would be desirable but not essential

**WHO ARE EXCLUSIVE NETWORKS?** | **About the company**

Exclusive Networks is a global trusted cybersecurity specialist, committed to upholding the highest ethical standards. We are committed to fostering, embracing, encouraging, and preserving a culture of diversity, equity, and inclusion.

HP

**Benefits**:

- Casual dress
- Company events
- Company pension
- Cycle to work scheme
- On-site parking
- Referral programme
- Sick pay
- Wellness programme
- Work from home

Schedule:

- Monday to Friday

Supplemental pay types:

- Quarterly bonus

Ability to commute/relocate:

- Alton: reliably commute or plan to relocate before starting work (required)

Work Location: Hybrid remote in Alton

Reference ID: EG1888

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