Job Description
Customer Support Engineer - This is an exciting opportunity to join a passionate and dedicated team to provide first line technical support and exceptional customer service to our customers.
The Team: Tibus is a company full of talented, dedicated and creative people. We are an ambitious and ever-growing organisation with a passion for technology, the Internet and customer service. We provide hosting, streaming and digital infrastructure services to more than 4,500 public and private sector clients in the UK and Ireland.
Your Role: As a Customer Support Engineer, reporting to the Lead Support Engineer, you will provide professional 1st line technical support to Tibus customers, in a courteous and knowledgeable way. You will take full ownership of the service request throughout its entire lifecycle, ensuring that we exceed our commitments to customers.
Day to day you will:
1. Provide professional, courteous and knowledgeable support to Tibus customers
2. Respond to service requests from Tibus customers in line with defined SLAs
3. Monitor the Tibus systems and respond to alerts
4. Handle and assign incoming service requests and manage service incidents, on a rota basis between 08:00 and 18:00 Monday to Friday
5. Participate in 24x7 On Call rota, providing out of hours cover for customers
What we're looking for from you:
1. Understanding of internet technologies including cloud, content delivery, connectivity, and awareness of industry trends
2. Knowledge of Linux and/or Windows Server Operating Systems
3. Familiarity with Desktop OS Configuration and support
4. A flexible, hands-on team player who is keen to learn and progress
5. Confident troubleshooting and problem solving
6. Cisco Network and Firewall Administration (desirable)
7. Database Administration (MySQL, MSSQL) (desirable)
What's in it for you?
We love our business and what we do. We want you to love work as much as we do so we promise to offer on-the-job training and development enabling you to be the best you can be.
Life with us
At Tibus some of us work flexibly, in many different ways. We encourage you to talk to us about the flexibility you need. We can't promise to offer exactly what you want, but we do promise not to judge you for asking. We champion diversity and inclusion and strive to maximise and encourage every individual's potential.
We take pride in looking after our amazing talent, supporting the health and wellbeing of our staff. We offer private medical insurance covering pre-existing conditions, discounted gym memberships, ClassPass at Home, weekly virtual HIIT, yoga and run club classes, and a 'Bikes for Work' scheme, as well as offering opportunities for physio/massage, counselling and legal support.
In addition, we also offer:
1. A generous pension scheme with employer contributions of up to 5%;
2. 25 days holiday and up to 4 volunteering days per year;
3. A comprehensive private medical scheme covering pre-existing conditions;
4. Maternity leave of up to 18 weeks full basic salary and paternity leave of up to 2 weeks full basic salary;
5. Discounted gym membership for employees and immediate family
6. Life Assurance Benefits of 4 x your Annual Salary
7. Up to four Volunteering Days per year for employees to use on charities of choice;
8. Wide range of internal and external training available, plus full eLearning access via LinkedIn Learning and Pluralsight
9. Regular in-house events and masterclasses
We want to ensure that everyone we meet has the opportunity to perform to their best when interviewing, so feel free to let us know, at any stage, whether you require any reasonable adjustments during the recruitment process, and we will do our best to accommodate.
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