Bytes is a top provider of premium IT solutions and services, working with SMEs, corporations, and public sector organizations to modernize and digitally transform their IT infrastructures. Founded in 1982, Bytes has experienced significant growth, now employing over 750 people across seven locations in the UK and Ireland, with a turnover surpassing £1.8 billion in 2023. At Bytes, we nurture talented individuals to achieve remarkable outcomes and are dedicated to supporting our employees through continuous training, guidance, and development to help you advance and fulfil your career goals. We foster a culture of innovation, collaboration, recognition and inclusivity and offer a wide range of benefits to support staff wellbeing. Your Future Starts Here Why Bytes? Operating from modern, hybrid working environments with offices in Leatherhead, Reading, London and Manchester 25 days holiday per annum plus bank holidays and Christmas period Excellent learning and development opportunities Open plan office with collaborative working spaces, on-site gym, outdoor tiki bar, coffee bar, and lunch area Company wellbeing and social events Sports and social clubs Incentive trips Employee Assistance Programme Discounted private healthcare EV scheme and Ride to Work scheme Winners of an array of industry awards Great Place to Work Certified Sunday Times Top 100 Best Places to Work Supporters of 85 charities with strong commitment to diversity and sustainability POSITION DETAILS: Position Title: Security Support Consultant Reports to (POSITION): Security Support Manager Team: Security Support Department: Support Services PURPOSE OF JOB: Bytes Software Services are currently seeking an experienced Security Support Consultant to join their valued team of motivated engineers in delivering first class support to their customers. Bytes’ experienced engineers are the lynchpin of our business and proud to act as an extension of our client's IT teams, delivering best in breed support and service to our customers. Each support consultant receives full support, training, and unlimited career progression in this challenging and varied role within a fun, dynamic team. Your proven track record of delivering excellent customer support will mean you play a vital role in ensuring our customers get maximum benefit from their infrastructure. The successful applicant would play a pivotal role in keeping standards high and be rewarded accordingly. KEY RESPONSIBILITIES: Become a fully participative member of the SPARC support team, providing quality telephone-based support, and at times, consultancy to Bytes’ customers Responsible for dealing with Tier 2 and Tier 3 tickets with the aim to resolve tickets in the most efficient manner Ensure tickets are logged and updated within the SLAs throughout the support request life cycle Collaborate and share knowledge with the team to assist in case resolution and sharing knowledge INDIVIDUAL RESPONSIBILITIES: Provide 3 rd line telephone support for the Check Point product suite Replicate and resolve customer issues where possible prior to vendor escalation Meet external and internal SLAs Maintenance and development of the lab infrastructure Undertake continual learning to maintain and acquire technical knowledge and skills in addition to providing internal training where required Assist the Implementation Team as and when required with delivery of customer projects and vendor escalation Shifts to cover between 08:00-18:00 UK time On Call cover (1 in 5) WIDER TEAM NETWORK Internal Professional Services, Operations and Sales teams. External Clients, Vendors, and Distribution QUALIFICATIONS, EXPERIENCE, & SKILLS: Educational Qualifications: Educated to GCSE Level with minimum of A-C Grade in Math and English or equivalent ESSENTIAL Professional Qualifications Check Point Certified Security Expert (CCSE) ESSENTIAL Check Point Certified Security Master (CCSM) DESIRABLE Years of Experience 3 years of experience as a senior Check Point support engineer ESSENTIAL Other Requirements Solid understanding of networking technologies and network troubleshooting tools ESSENTIAL Possess a thorough understanding of the Check Point Firewall and Endpoint suite ESSENTIAL Experience of providing telephone support for F5 DESIRABLE Experience in supporting Forcepoint/Websense DESIRABLE CORE Competencies & SKILLS – BASED ON POSITION AND GRADE Ability to prioritise work under pressure, work without supervision and use initiative to ensure that tickets are resolved in the most efficient manner. Excellent written and verbal communication skills, and capable of communicating effectively with customers, team and senior stakeholders across the business. Excellent organisational skills and ability to juggle multiple demands without missing SLAs Ability to work both independently and as a team and enjoy working in an environment that requires continuous learning and development Ability to troubleshoot issues using own knowledge and skills, vendor information and assistance from the team Other details Job Family Employee Job Function Technical Support Pay Type Salary