Senior IT Support Analyst
About XQ Cyber
Our background is in ‘white hat’ hacking. In other words, in a world of cyber espionage and criminality, we roll like the bad guys (even though we’re the good guys.) We believe that cyber security should be less complex and better value. We’re on a mission to make our customers' digital lives better by helping them to mitigate technology risk, to innovate faster and to thrive in the information age.
We specialize in transforming offensive cyber expertise and tradecraft into business value. We do three things: we support customers in the real world with advice and guidance; we conduct laboratory and field research, often in collaboration with partners; and, armed with new insight, we develop innovative solutions and services to solve difficult, thorny issues.
Started in 2015 by David, Matt, Andy and Richard, XQ is now 16 strong and growing fast. Backed by an investment team with a proven track record in starting and scaling tech businesses, we’re about to conclude second-round funding. As part of this, we have developed a highly disruptive cyber security testing and risk rating service called CyberScore™, which we believe will revolutionise cyber security in companies and supply chains across the globe.
Purpose: This is an excellent opportunity for an experienced IT Support Analyst to work in a forward-thinking and successful company. You will offer expert technical support and guidance for a diverse customer base, working to resolve issues at first contact in a professional and friendly manner. You will assist with the training of new analysts and will act as a mentor to more junior colleagues.
Key responsibilities and results areas:·Working to resolve technical incidents at first and second line contact.·Providing IT hardware and software support to internal staff.·Assuming the role of Incident Manager as required.·Working to resolve and document complex technical issues with both internal teams and external customers.·Additional IT project work may be required as part of this role, providing on site support to Customers.·Finding innovative, solutions to difficult problems.·Providing outstanding customer service.·Ability to convey complex technical points without jargon.·Customer Focused.·Excellent planning, organisational and prioritising skills.
Reporting to: Service Delivery Manager
Responsible for: No direct or indirect reports
Education or experience required for the job:
Essential:·A demonstrable and successful track record in an IT Support role.·Positive attitude with a strong sense of ownership.·Ability to produce comprehensive documentation.·Demonstrable understanding of incident, problem and change management processes.·Experience of Office 2013 and 2016.·Strong level of hardware/software troubleshooting ability.·A burning passion for technology. ·Support of Linux platforms·An interest in cyber security.
Education or experience required for the job:·Considerable experience in supporting software as a service·PHP experience·Mentoring or training experience.·Leadership experience ·ITIL Foundation.·Excellent planning, organisational and prioritising skills.·Technical lead with hands on experience of managing Customers in a Managed Service environment·Microsoft Certified MCSE / VMware Qualification.
Personal Qualities·Excellent customer service manner.·Leadership qualities·An ability to work cooperatively as ‘one team’.·Not afraid to challenge and suggest new ways of working.
What we offer
We want everyone joining XQ to contribute to, and to benefit from, our success. We offer genuine incentives to all of our staff via our share options scheme - if we do well, we want you to do well.oCompetitive basic salary (depending on experience)oIndustry leading share option schemeoPensionoHoliday (25 days per annum)oLimitless self-development and growth opportunitiesoFlexible working
How to applyIf you’re interested in this role or just want to talk about it in some more detail, please call Alastair Christie on 07584 022600 to chat it through and ask any questions you may have.To apply, please submit an up to date copy of your CV quoting ZR_8_JOB in the subject line and ensuring you address those criteria listed in the Requirements paragraph above. Send your CV through the apply button below.
This job was originally posted as www.cwjobs.co.uk/job/77663351