Sycurio are seeking a highly motivated and pro-active Support Engineer Night Shift to join our Support Team! This is an excellent opportunity to develop your career within a fast-paced environment.

The experienced Support Engineer will provide technical support and maintenance services for Sycurio’s customers and always adhering to PCI processes and controls. The Support Engineer will assist in meeting service uptime targets and ensure that deployment efficiencies are met. They will also be required to spend time developing their skill set and capabilities.

This role operates Monday through Friday, between the hours of 00.00 to 08.30. You will be required to be on call on a rota basis.

Key Responsibilities:

• Respond to customer requests for technical support services 1st, 2nd and 3rd line support for all Sycurio products
• Troubleshoot customer technical issues (including analysing traces), ensuring that details are accurately logged in the ticket tracking system and that the Support SLA’s are met
• Maintain appropriate communications with customer for all issues, managing the customer on escalation calls when required
• Perform basic health checks on Customer’s platforms
• Determine if a Sycurio issue is within the Telephony or Data areas
• Carry out scheduled maintenance activities on live customer platforms, including system health-checks, product patch updates, vulnerability patch updates and full product upgrades.
• Create and distribute customer ESOWs
• Update internal documentation as and when required
• Adhere to all Sycurio and PCI Service Level Provider process and procedures
• Ensure a professional representation of Sycurio (internally and externally)
• Work effectively with all areas of Sycurio Sales, Customer Care & Infrastructure, Customer Success and IT teams to ensure customers are receiving an excellent service.
• Assist with adhoc Sycurio internal network and IT tasks from time to time.

Key Skills & Experience

• Strong spoken and written English Language skills
• Good Linux experience is key (CLI) Command line interface
• Linux based server builds
• Creation and maintaining of VMs
• Good working knowledge of TCP/IP networking – firewalls and routers an advantage
• Good working knowledge of ISRs, SBCs, Nagios monitoring and all Sycurio product components
• SIP/VOIP knowledge and troubleshooting skills will be an advantage
• Network knowledge and troubleshooting
• Linux CLI Level
• Hands-on TDM/VOIP Telephony Experience
• AWS Experience is an advantage
• Ubuntu and Centos to an administrative level

Benefits & Culture

We are a market leader in secure voice transactions and trusted by our customers and partners.  We are on a journey to secure all personal data.  We recruit diverse, ambitious, innovative people who want to grow in a supportive and collaborative environment.  We are passionate, work hard, have fun and celebrate success.

What we'll give you;

• 25 Days Holiday
• Competitive Salary
• Up to 10% Bonus
• 4 x Salary Life Insurance
• Vitality Health Insurance
• HealthShield Cash Back Plan
• Employee Assistance Programme
• Bespoke Discounts and Communications Hub
• Up to 5% Contributory Pension

Sycurio is well funded and growing fast, you’ll be joining an organisation that combines an entrepreneurial ‘start-up’ culture with the professionalism of a mature and established business. This is a fabulous opportunity to gain experience on a variety of commercial matters of an international business.

*All final interview candidates will be subject to a DBS check as a pre-condition of a potential offer of employment. Any information found will be considered when making the final hiring decision. Please be aware that the background check process will not go ahead without your written consent.