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Endpoint Support Engineer

Job Title: Endpoint Support Engineer
Contract Type: Contract
Location: Reading
Salary: 100000 - 113000
REF: 2502 - 101713
Contact Name: Amanda Doodney
Contact Email:
Job Published: over 1 year ago

Job Description

We are looking for a top-notch Support Engineer that is passionate for cloud and security technologies to be part of a team that supports a product impacting tens of thousands of customers.

Key Responsibilities:

  • Scope and resolve complex issues with onboarding, deployment and configuration of products
  • Advise and educate customers on the features and capabilities of our products
  • Interpret and analyze log data to troubleshoot issues in customer environments involving cloud, server, endpoint and network infrastructure
  • Communicate solutions and recommendations to the customer and ensure that customers have the information and tools to address similar issues in the future
  • Collaborate and coordinate with other teams and experts to tailor the best solution for customer issues
  • Perform activities necessary to quickly mitigate outages and service interruptions in the customer’s environment by recommending and implementing workarounds
  • Maintain current knowledge and understanding of product roadmaps and emerging technologies
  • Investigate and communicate incident root cause to customers
  • Participate in an on-call rotation when required
  • Develop, document, and implement runbooks for training, process standardization, and guidance on how to troubleshoot effectively

We are looking for people who:

  • Enjoy providing the highest level of customer experience;
  • Are smart, intellectually curious and posses strong problem-solving and troubleshooting skills
  • Seek a challenging work experience, have strong collaborative skills and extensive cross-group coordination skills
  • Want to learn and gain greater expertise in their field;
  • Enjoy working at a growth company with advancement opportunities;
  • Can work hard while having fun; and act in an honest and ethical manner; possess strong organizational, time management and negotiation skills;
  • Are able  to work in a high pace environment with many competing priorities and randomization anad have the ability to translate complex technical processes into simple to follow written guides
  • Have full Professional Proficiency of English & other international languages both verbal & written

The ideal candidate will be required to have a Technical Degree or adequate practical on the following Technologies

  • Minimum 3+ years experience with Anti-Malware technologies and/or Systems Administration with focus on security (this should include experience with endpoint security, server security and threat analytics)
  • Minimum 3+ years customer facing support experience
  • Knowledge and understanding of the internals of the Windows Operating System fundamentals (Processor, Memory, Processes and Registry) and/or Network Technologies (TCP/IP, VPN, Proxy)
  • Hands-on knowledge in cloud technologies
  • Experience supporting large and complex geographically distributed enterprise environments with 1000+ users


Skills on one of the following technologies will be considered a strong competitive asset:

  • Linux and/or Mac administration
  • Experience with scripting and/or programming
  • Knowledge of Windows Server, Windows Client, Active Directory and/or Azure Active Directory administration



  • Preferred Bachelor’s degree or higher in a technical field, or relevant work experience
  • Preferred IT Industry certifications (Microsoft Certifications On-Prem or Cloud, Cisco, CISSP, CEH, Amazon AWS, etc.)