Sycurio are seeking a highly motivated and pro-active Customer Support Engineer to join our Support Team! This is an excellent opportunity to develop your career within a fast-paced environment. The Customer Support Engineer will provide technical support and  maintenance services for Sycurio’s customers and always adhering to PCI processes and controls. 

The Customer 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 and you will be required to be on call on a rota basis.

Key Responsibilities

• Respond to customer requests for technical support services 1st and 2nd 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 qualifications, 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.
• Beginner Network knowledge and troubleshooting.
• Linux CLI.
• Hands-on TDM/VOIP Telephony Experience.
• AWS Experience is an advantage.
• Ubuntu and other Linux builds is an advantage.