Technical Support Specialist – Lightspeed Systems (Europe) Ltd.

Location: Shenfield, Essex
£18-22 K
Ref: lse0052V

This position is with a growing software company specialising in network security, supporting customers in North America as well as Europe. This is a second-line technical support position dealing with other IT professionals by phone, email and remote access onto live systems. The position is part of a hard-working, informal team of technical and commercial people who enjoy working with an innovative product in a fast moving sector of the IT industry.

Responsibilities for this position include accepting support issues by phone or email, logging issues into support tracking system, assessing support priorities, investigating resolutions, troubleshooting issues with customer, liaising with R&D team, resolving issues in timely fashion, and documenting issues and resolutions. As this is a small, dynamic team other responsibilities may be assigned as needed.

Skills necessary for this position include a good understanding of WAN/LAN principles including OSI Layers, Internet Protocols, IP addressing, routing, and other related networking knowledge. Also necessary is a good understanding of network security principles including antivirus, anti-spam, content filters, firewalls, proxies and other related technologies. Advanced skills are needed in installing and configuring Microsoft Windows server and desktop operating systems. Basic understanding is needed of SQL databases, web servers and email; specifically MS SQL, IIS, and Exchange. Other skills welcomed include knowledge of Citrix, Netware, FreeBSD or Mac OS X.

Experience required for this position is a minimum one year helping support at least one network with at least 100 PCs in an Active Directory or Novell environment. Experience is necessary in installing and configuring MS Windows servers and desktops, as well as supporting them in a live environment.
Experience in troubleshooting network related issues is preferred. Experience in planning and managing network infrastructure is desirable but not necessary.
Previous experience in educational or public sector environments is prefered.

Abilities for this position include excellent communication skills, both verbal and written and using both UK and US English. Communication skills include the ability to convey technical information and instructions to people with differing levels of technical ability and record information clearly for future reference. The ability to analyse and solve problems quickly and independently, as well as prioritise tasks and organise time efficiently is required. The ability to function effectively in a fast paced environment and finish tasks successfully under time constraints is also required.

Working conditions will be in an informal office environment and much of the working day will involve using a headset to talk to customers while using one or more computers to troubleshoot issues and gain remote access to their systems. Flexible working hours may include early morning or evening work and may occasionally require on-call support at weekends. As it is a small team flexible working is managed informally.

This is a great opportunity for an IT professional to work at the leading edge of one of the most important aspects of the industry. This role offers the chance to be part of a growing team and deal with a wide range of networks and security issues. Your knowledge and experience will grow in a way very few other roles can offer.

Please direct CV’s and covering letters to: with Ref: lse0052V in the subject