Technical Support Analyst

HANDD Business Solutions is expanding its operations and is recruiting for further Technical Support Analyst. We are a leading independent cybersecurity and data security expert specialising in secure managed file transfer (MFT) and data classification solutions.

The successful candidates will be positive and confident as the first point of contact for technical support and requests, across a broad range of desktop, server and middleware applications and protocols. A knowledge of typical network/infrastructure topologies and solutions would be beneficial and experience with various file transfer technologies, task automation and database knowledge will be advantageous.

Main Duties and Responsibilities:

  • Successfully complete the 3-month probationary period which will be comprised of product and helpdesk role training, with a view to being able to handle customer support requests via helpdesk system (email), telephone, and remotely connecting to customer systems for troubleshooting.
  • Provide support across a wide range of IT related platforms
  • Ensure we meet our agreed customer service targets
  • Follow support ticket methodology
  • Cooperate with other members of the support team
  • Liaising with other departments and 3rd party service providers when necessary
  • Update customers on the progress of their query

Experience sought:

  • 1-2 years helpdesk experience preferable
  • Basic understanding of AD, protocols, APIs, databases, infrastructure and networking
  • Intermediate knowledge of different Operating Systems (e.g., Microsoft, *NIX operating systems, Linux in particular useful)
  • Advanced problem solving and troubleshooting skills

Advantageous:

  • Ability to configure logic statements (coding skills not required)
  • Previous experience with file transfer technologies and/or troubleshooting software (e.g., FileZilla, WinSCP, Wireshark, etc.)

Person:

  • Strong communication skills both in spoken and written English
  • Quick to learn both on the job and through structured training
  • Proactive about self-development, career progression is encouraged
  • Problem ownership – tenacity to ensure that results are delivered to our customers in a timely manner
  • Proactive in managing the customer’s experience
  • Excellent initiative and able to work independently and as part of a team
  • Positive attitude and ability to work well under pressure
  • Ability to adapt well to new problems and quickly absorb new concepts

Salary and Benefits:

  • Base salary would be in the range of £23,000 – £26,000 a year depending on experience/ skill set with the potential to earn an additional annual bonus. There is also a generous incentive for onsite professional services
  • Our working approach is built around our client’s needs. That’s not to say yours aren’t important too and in a post-pandemic world, we want to extend the offer of an open discussion to you as to whether a role can be office or home-based, flexible or hybrid
  • 22 days of annual paid time off, in addition to UK public holidays
  • Private medical and dental insurance
  • Private pension scheme
  • Tuition reimbursement for career development courses
  • Ride to Work Scheme

Working Hours:

7.5-hour shifts scheduled between 09:00 – 23:00, Monday to Friday.

On occasions there might be a requirement to work overtime during evenings or weekends, which will be compensated accordingly.

Suitable candidates will be invited to interview and pass a fundamental technical assessment. Full employment history and references will be required.

 

STRICTLY NO AGENCIES

To apply, in the first instance please send your CV to careers@handd.co.uk