Job Title: Customer Support Engineer
Reporting to: Operations Director
Purpose of Job: To provide excellent levels of service to all Tibus customers and to participate in the day to day administration of Tibus managed hosting and connectivity services.
To provide professional, courteous and knowledgeable support to Tibus customers
To respond to service requests from Tibus customers in line with defined SLAs
To monitor all Tibus systems to ensure maximum up time and efficiency through the Tibus Network Monitoring Systems
To perform systems administration tasks, and perform provisioning tasks as directed by senior engineering team
To manage personal workload and tasks, prioritising and escalating where necessary
To act as duty engineer, handling and assigning incoming service requests and managing service incidents, on a rota basis between 08:00 and 18:00 Monday to Friday
To participate in 24x7 On Call rota, providing out of hours cover for customers
To provide input to the ongoing development of Tibus products and services
To perform other ad hoc duties as required
Education Minimum 2 ‘A’ Levels (or equivalent) essential
3rd level qualification in an IT or IT related discipline desirable
Experience Hands on technical experience in a customer facing (remote support) environment
Proven experience of Internet technologies including cloud, content delivery and connectivity and awareness of industry trends
Knowledge Linux and/or Windows Server Operating Systems
Installation and configuration of physical and virtual infrastructure
Desktop OS Configuration and support
Cisco Network and Firewall Administration (desirable)
Database Administration (MySQL, MSSQL) (desirable)
Internet Infrastructure including Web Hosting (Apache, Nginx, IIS), E-Mail, DNS (desirable)
Skills Excellent customer communication and support skills
IT problem solving skills
Excellent interpersonal and communication skills
Aptitudes To see a problem or opportunity and act on it independently
To be a self-starter
To know when to escalate issues
To work effectively under pressure and deliver to tight deadlines
To work effectively as part of a team
Other Keen to progress and develop skills
Prepared to work flexible hours and travel where necessary to meet business need and participate in a 24x7x365 on call rota
Current driving licence (This criterion will be waived in the case of an individual where disability prohibits but who is able to demonstrate the effectiveness of alternative transport arrangements)
Do you enjoy helping and supporting customers, and want to enhance your technical skills and knowledge? If so, the Customer Support Engineer role at Tibus is ideally suited to you.
Applicants should have experience in a customer facing environment, with an interest in cloud, web hosting and associated technologies.
The successful applicant will be responsible for providing professional 1st line technical support to Tibus customers, in a courteous and knowledgeable way. The CSE will assume full ownership of the service request throughout its entire lifecycle, ensuring that we exceed our commitments to customers.
Monitoring Tibus systems and responding to alerts is a key part of the role, and the successful applicant will be capable of managing personal workloads, prioritising and escalating where necessary.
The role sits within our technical support team, reporting to the Operations Director. Tibus is owned by the Wireless Group Ltd and provides hosting, streaming and digital infrastructure services to more than 4,500 public and private sector clients across the UK and Ireland.
Those clients value the quality and reliability of our platforms, our security-conscious approach and the personable, knowledgeable nature of the support they receive from us.
Our new Customer Support Engineer must be committed to maintaining those standards, while managing the pressures and tight deadlines of our fast-paced workplace. That means spotting problems or opportunities and acting upon them independently, finding solutions to technical problems and escalating issues when appropriate.
For the right person, this job represents an exciting opportunity to join a successful company and be a key player in its future development. This role is a ‘gateway’ role for our technical team so we welcome applications from candidates that want to take their first step into a career in technology, the Internet and IT.
News UK is a great company full of talented, dedicated and creative people. We are a company which has journalism at its very heart. Our newspapers and associated websites are some of the most powerful media brands in the English speaking world, reaching 30 million people each week. They are very different products with different values and different strengths, but all are united by a commitment to independent journalism that connects with our customers.
News UK is a company which thrives on pace. Our people stretch themselves on a daily basis, challenging the status quo to produce the best service possible to our readers and customers. We embrace creativity and initiative and we have some of the most talented people in the industry.
If you want to work for one of the world's most exciting, challenging and creative media organisations then News UK is the place to build your career.