1st Line Technical Support
1st Line Technical Support - Cardiff We at Alert Logic are looking for a passionate and customer focused technical support professional to join our "Product Specialist" team. Working as an "Associate Product Specialist", the right candidate will be supporting our customers globally with technical issues around core network security appliances and ensuring high levels of customer satisfaction. The Product Specialists are responsible for resolving customer issues and appliance alarms in a swift and efficient manner, as well as providing proactive customer support and training on how to get the best performance from their product. Using knowledge of Linux, networking, and Windows systems, the Product Specialist will ideally have experience of providing technical support in a helpdesk, service desk, or 1st line capacity, and be passionate about customer service. Our Product Specialist teams operate 24x7, 365 days a year and are split between our sites in Cardiff and Houston. Flexibility to work on a shift pattern between 6am and 6pm which includes weekends is essential. Key role responsibilities - Monitor thousands of virtual and physical appliances for health and performance issues - Provide effective incident resolution and enthusiastic customer service - Troubleshoot and diagnose issues within a collaborative environment - Communicate directly with customers and own customer issues - Follow defined escalation paths and standard operating procedures - Guide customers on advanced usage of the Alert Logic user interface and services Required skills and experience - Strong customer focus and belief in owning issues - Experience supporting and troubleshooting operating systems and network applications - Knowledge of TCP/IP, NAT, routing, firewalls, VLANS, and subnets - Working knowledge of Linux systems - Knowledge of Windows systems administration - Experience with incident management tracking systems Desired skills and experience - Basic experience of scripting with the likes of Bash, Perl, or Python - Knowledge of Windows and Linux system and event logs - Some knowledge of PowerShell In return the Associate Product Specialist can expect a highly competitive salary and benefits package that includes 25 days holiday, company pension, private medical, and life assurance. Â There is also a shift allowance available for weekend work. Associate Product Specialists will also benefit from high quality training and the opportunity to gain industry leading professional certifications. Not to mention being able to work in a modern and bright centrally located office, with a variety of perks including table tennis, free fruit, and Welsh Cake Wednesdays Who are we? Alert Logic is the leading provider of Security-as-a-Service solutions for cloud, hybrid and on-premises data centre infrastructure. Fully managed by a team of experts, the Alert Logic product suite delivers the deep security insight and continuous protection needed to protect a company's most sensitive data. Alert Logic provides 24x7 network, system and application protection for over 4,000 organizations worldwide. Founded in 2002, we now have offices in Cardiff, Belfast, and London in the UK, as well as Houston, Seattle, Dallas, and Austin in the US. Our People & Culture We work in an exciting space, and we create technology solutions like nothing else out there. We are passionate about our work, and share our skills in a team environment. As a managed security provider, we are always looking forward, running to opportunities, and solving needs with solutions that work. We strive to meet customer needs with teams that exceed expectation. And we work hard, because we know everyone around us is working hard, too. Security will never be the same Join us Notice to recruitment agencies: Alert Logic does not accept unsolicited candidate resumes from recruiting agencies. We will not be liable for and will not pay placement fees for unsolicited resumes submitted to our jobs postings, employees or company locations.