1st Line Support

We are looking for an 1st Line Support Engineer to join our F5 team, who will be the first point of contact for our customers for their F5 products. You will provide excellent customer service and manage expectations, while delivering technical support. As the Team expands you will act as a point of technical expertise for more junior members of the team and assist other engineers with complex issues.

We offer a succinct on-boarding process alongside our 2-year training academy, with a clear career path for all our support team. During our two-year program, you will become equipped for the challenges in senior Technical Support roles and management, as well as being ready for our Pre-Sales, Professional Services and Training teams. We are a family at Exclusive Networks, with an excellent work culture, promoting a good work life balance and supportive family friendly policies.

**Our Benefits**:

- 2-year Network Security Training Academy
- Cash bonuses on successful completion of exams
- 10% Bonus Scheme
- Hybrid working
- 24 days holiday plus Bank holidays, increasing with service
- Your birthday off
- Health care scheme
- 5% Matched pension scheme
- Cycle to work scheme
- Hours Monday to Friday 09:00 - 17:30
- Enhanced maternity and paternity leave and more.

**As the 1st Line Support Engineer, you will**:

- Respond to technical support cases, and provide technical solutions, or escalation to the vendor support team as appropriate.
- Input and manage support work in the case management system
- Create customer technical environments in our lab and recreate problems where appropriate.
- Work collaboratively with other support engineers to ensure the case queue is monitored during business hours.
- Act as a mentor to more junior support engineers, providing assistance with technical queries on F5 products and assist with lab deployments.
- Assist the Technical Support Manager with reviewing support tickets for quality and improvement.
- Achieve and maintain certification in our vendor’s education track, primarily the Big-IP certifications.

**The ideal 1st Line Support Engineer will have**:

- Previous experience as a technical support engineer.
- F5 training and experience will be highly advantageous, but not mandatory as full training and development will be provided.
- Demonstrated success at delivering great customer service.
- Foundation networking certification (CCNA, CompTIA N+, etc.)
- Great communication skills and ability to articulate well with customers.
- Ability to manage own time and workload.
- Enjoy working in a busy and service driven environment
- Interest in continuous learning in technical support and F5 products is essential.
- F5 support engineers should display a high level of initiative with problem solving and case work

Exclusive Networks is a global trusted digital infrastructure specialist helping to drive the transition to a totally trusted digital future for all people and organisations. The Exclusive Networks story is a global one with a services-first ideology at its core, harnessing innovation and disruption to deliver partner value. With 43 offices and the ability to service customers in over 170 countries across five continents, Exclusive Networks has a unique 'local sale, global scale’ model, combining the extreme focus and value of local independents with the scale and service delivery of a single worldwide distribution powerhouse.

**Job Types**: Full-time, Permanent

**Benefits**:

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

Schedule:

- Monday to Friday

Supplemental pay types:

- Bonus scheme

Reference ID: EG1618