Easter Seals Jobs

Customer Support Engineer

Location:

Belfast

Department:

Tibus

Salary Details:

Not Specified

Advertising End Date:

01 Dec 2024

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:

• Provide professional, courteous and knowledgeable support to Tibus customers

• Respond to service requests from Tibus customers in line with defined SLAs

• Monitoring the Tibus systems and responding to alerts

• Handle and assign incoming service requests and manage service incidents, on a rota basis between 08:00 and 18:00 Monday to Friday

• Participate in 24x7 On Call rota, providing out of hours cover for customers

What we’re looking for from you:

As a Customer Support Engineer you will have an understanding of internet technologies including cloud, content delivery, connectivity and awareness of industry trends. If you hold a 3rd level qualification in an IT or IT related discipline that is advantageous however not essential.

• Knowledge of Linux and/or Windows Server Operating Systems

• Familiarity with Desktop OS Configuration and support

• A flexible, hands on team player who is keen to learn and progress

• Confident troubleshooting and problem solving

• Cisco Network and Firewall Administration (desirable)

• 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 uswork 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 championdiversity and inclusion (https://www.news.co.uk/diversity-and-inclusion-at-news-uk/) , we strive to maximise and encourage every individual’s potential and ensure everyone feels valued. We support this through our Diversity Board, D&I strategy & training, creating more diverse content and our intern and apprenticeship programmes. We also have 8 employee-led networks;Cultural Diversity, News is Out, GenZ, Sustainability Champions, News for Parents, Women in Tech, News UK Christian Fellowship and we are awaiting the launch of our Women’s Steering Group.

We take pride in looking after our amazing talent, supporting theHealth and Wellbeingof 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:

• A generouspensionscheme with employer contributions of up to 5%;

• 25 daysholidayand up to 4volunteeringdays per year;

• A comprehensive private medical scheme covering pre-existing conditions;

• Maternity leave of up to 18 weeks full basic salary and paternity leave of up 2 weeks full basic salary;

• Discounted gym membership for employees and immediate family

• Life Assurance Benefits of 4 x your Annual Salary

• Up to four Volunteering Days per year for employees to use on charities of choice;

• Wide range of internal and external training available, plus full eLearning access via LinkedIn Learning and Pluralsight

• Regular inhouse 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.