IT 1st Line Support & Cyber Security Trainee (UK)
Sorenson Communications, SignVideo, and Sign Language Interactions are committed to connecting people every day through communications access 24/7/365. Our customers rely on us and our innovative technology to quickly deliver accuracy in every conversation. We are industry leaders because, in all our endeavors, our customers sense our passion, our care, and our commitment. This dedication extends to our workplace. Our employees are united and proud to be part of important human interactions and understand that everything we do to facilitate communication creates connections and enhances relationships between people.
Role Summary
To provide first line IT support to new and existing customers, assisting them with hardware and software issues as well as generic customer service enquiries via online chat, phone and email. Visit customer sites to provide training and if required, assist 3rd party technical staff.
Assist with the setup and installation of customer equipment. Along with the first line IT Support, you will work alongside an experienced Security Specialist to support with Security remediation focuses on identifying and addressing threats and vulnerabilities to prevent further security breaches and limit the blast radius of an attack.
Job Title: IT 1st Line Support & Cyber Security Trainee
Hours: 37.5 hours per week/Full Time
Reports to: Director of IT
Department: IT
Salary: £25,000- £28,000 (DOE)
Job Start: ASAP
Application Closing Date: 28/04/2025
Candidates must be eligible to work in the UK. We will not be able to provide visa sponsorship for this position. Due to the volume of expected applications, only selected candidates will be contacted.
Duties and responsibilities:
Desktop support:
1. To provide 1st line technical support; answering support queries via online chat, phone, email and update the CRM records.
2. To prioritise and address customer IT feedback to meet internal or external deadlines.
3. To meet deadlines promptly and inform the Director of IT if deadlines cannot be reached.
4. To support users that are either on-site or remote.
5. To maintain accurate CRM database records for support queries & adhere to IT support delivery principles.
6. To take ownership of service user (customer) problems and be proactive when dealing with service user issues.
7. To log all calls on the call logging system (CRM database).
8. To respond to all enquiries from customers and help them resolve any hardware or software related problems.
9. Support users in the use of supplied and/or third-party equipment by providing necessary training and advice.
10. To escalate more complex calls to the Director of IT and/or our external contractors, following up at all stages to ensure a full solution has been delivered and all details are logged within our systems.
11. To liaise with customers IT support personnel to ensure external technical support is provided when this cannot be resolved in-house.
Other support:
1. Liaise with the Sales team to provide updates on new customers and services.
2. Carry out daily customer systems checks, reporting to the Director of IT when necessary.
3. Ensure accuracy of provisioning of hardware and/or software and test in-house prior to dispatch.
4. Carry out in-house system testing of our networks – both internal and external on a regular basis.
5. Undertake research and testing of new products/software and reporting back to the business on these findings.
6. Carry out any other reasonable IT functions, as directed by the Director of IT.
Cyber Security Responsibilities:
1. Day to day this is a varied and wide-ranging role, responding to the challenges of protecting a digital business, this may include:
2. Developing a new cyber security monitoring system and audit plan.
3. Regular monitoring of our cyber response platforms for alerts and events. You would play a key role in developing and extending these capabilities.
4. Managing vulnerabilities and working with teams to resolve or mitigate these. Conducting assessments of existing and new software deployments.
5. Maintaining activity logs and tracking of any vulnerabilities to ensure we are up to date.
6. Working with the system supplier to ensure cyber security compliance and make certain they are able to provide evidence of this to satisfy our corporate clients.
7. Continually looking at ways to mature and improve our services, controls and protection.
8. Support our Compliance Officer and Security Specialist to ensure our controls are proportional to the risk and threat and comply with standards such as Cyber Essentials Plus, GDPR, PCI-DSS, ISO27001, Sorenson’s securities, cloud securities, and the various NCSC standards.
9. Advising staff and external stakeholders on compliance with our policies and standards. Responding to requests and service tickets.
10. Managing, collating and publishing knowledge articles and threat intelligence feeds.
11. Support our Compliance Officer and Security Specialist in responding to corporate client security questionaries promptly working closely with our Compliance manager.
12. Delivering briefings and training to colleagues.
13. Become the recognised expert in the cyber security field for the UK operation with a “can do" attitude so that people know where to go to.
14. As this is a new role within the organisation the expectation that the role holder will possess all the above is not viewed as a prerequisite, rather it is viewed that the successful applicant will develop their skills within the CPD/appraisal process and by mutually agreed goal setting.
Education/Experience
• Minimum of GCSE/A-Level qualifications required.
• Post-secondary school education, relating to IT and any other IT/Network related qualifications or training are also desirable.
Knowledge, Skills & Abilities:
• Previous customer support (face to face, online and/or telephone) experience required in a similar environment.
• Excellent interpersonal skills relating to the support of customers via telephone, email and/or other online avenues.
• Strong troubleshooting skills and the ability to creatively resolve issues by drilling down the to establish root cause.
• Basic understanding of PC hardware setup and configuration.
• Hands on approach and a willingness to learn.
• Flexibility & the adoption of a proactive approach at all times.
• Ability to communicate in British Sign Language would be useful.
• CRM knowledge desirable.
We can offer you:
• British Sign Language Level 1, 2 & 3
• Company Sick Pay
• Cycle Scheme
• Life Relevancy Plan
• Tech Scheme
• Vitality Private Health Insurance
• We Care Service (paid time to volunteer)
• Workplace Pension
• 32 days A/L (Including Bank holiday), increasing to 33 days after 2 years of service.
We are Equal Opportunities Employer
We believe that different perspectives and backgrounds are what make a successful company. All qualified applicants will receive equal consideration for employment regardless of any protected characteristics from the Equality Act (2010). We are proud to be an inclusive company with values grounded in equality and ethics, where we celebrate, support, and embrace diversity.
Disclaimer:
This position has access to highly confidential, sensitive information relating to the employees, customers and technologies of Sorenson Communications and CaptionCall. It is essential that applicant possesses the requisite integrity to maintain the information in strictest confidence.
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