Job Description

Desktop Support Specialist
Cambridgeshire, GB-Cambridge, United Kingdom
Engineering/IT/Security/Software Development
Requisition # 190000DE
Post Date Aug 12, 2019
nCipher Security empowers world-leading
organizations by delivering trust, integrity and control to their business
critical information and applications. nCipher has successfully
transformed itself into a people-centric, Agile organisation.
Position Overview
The position requires that you demonstrate
proven hands-on experience in dealing with customer support queries, coming
from internal or external customers. You will ensure that queries are dealt
with in a timely manner and recorded in our helpdesk database and within agreed
service levels. You will liaise directly with customers to carry out an initial
analysis of hardware, software and network related problems. You will replicate
issues as required, before liaising with our global engineering teams to find a
resolution, while keeping customers fully informed of the progress of their
issue.
Responsibilities
+ Work with our customers to quicklyinvestigate, evaluate and successfully resolve technical problems providingassistance to resolve technical faults.
+ Diagnose hardware, software and networkrelated problems and carry out independent research to find technical solutionswhere necessary. Where a solution cannot be identified, work closely with ourengineering teams, to escalate as appropriate.
+ Logging and then transferring non-technicalservice issues to relevant teams (such as internal sales, operations, customerservices and sales order processing), assisting with Technical Support relatedadmin tasks, when required.
+ Provide advice on configuring and optimisingnCipher products, to ensure that services are running effectively.
+ Provide customers with downloads of softwareupgrades, product keys, licenses and documentation as permitted by theirmaintenance contract.
+ Operate within the helpdesk software, updatingtickets and generating knowledgebase articles.
+ Carry out occasional on-site installations andprovide customer training, as required.
+ Someafter-hours/weekend work may be required. Participation in the 24 x 7 telephonesupport rota is required when judged able to do so.
Basic Qualifications
+ Previously workedin a customer facing role, with strong interpersonal skills and the ability tocommunicate at all levels in the spoken and written word, in English.
+ Strong customerfocus, self-motivation and the flexibility to work outside core hours and theability to work under pressure are vital.
+ Functional use ofMS Office; Outlook, Word, Excel, PowerPoint and the ability to learn andutilise support tools and databases.
+ Strong technical abilities in IP networking and operating systemssuch Linux, UNIX, and Windows
Preferred Qualifications:
+ Knowledge of cryptography
+ A college or degree level qualification related to computer sciences orIT (not essential with relevant previous experience)
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