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Infrastructure Engineer (Deployment & Support)

Premium Job From Garrison
Recruiter: Garrison
Listed on: 10th September 2019
Location: SE1 8UL
Salary/Rate: Competitive (+ excellent benefits)
Salary Notes: Competitive (+ excellent benefits)
Type: Permanent

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Founded in 2014 in London, United Kingdom, Garrison has raised more than $50m to date from London investors including Dawn Capital, IP Group, NM Capital and BGF. Garrison's strengths lie in its experienced and dedicated teams, building on years of expertise in cyber security to bring genuinely game changing technology to the industry.
Garrison is working to build the future of cyber security and is already deploying at scale in both the government and commercial space. Our existing customers are large organisations averaging over 50,000 employees each, across sectors including banking, insurance, media, telco, law and government.
Our working culture
We are an exciting start-up with ground-breaking technology; a very serious mission to solve real world problems, but with a positive and highly inclusive atmosphere, and an excellent work/life balance!
At Garrison we celebrate diversity and inclusion, and we're focused on continuously improving equality for the benefit of our employees, products and community. We recruit, develop and retain talent purely on the basis of qualifications, merit and business needs.
We are proud to be an equal opportunity employer and we take every possible step to ensure that every person employed or seeking employment with us receives fair treatment. No-one shall be disadvantaged on the grounds of age, disability, gender, ethnicity, religion or belief, sexual orientation, marital and parental status, neurodiversity, social background, physical ability, illness or otherwise.
Overview of the role
A fantastic new opportunity has come up within the Customer Success team here at Garrison, where you will contribute to all aspects of customer success, overseeing successful deployments of our ultra-secure solutions to client sites, as well as driving through a strong return on investment for our customers.
Through best in class support and customer service you will focus on turning every customer into an advocate of Garrison, encouraging successful word-of-mouth recommendation to support long-term growth for our business.
The successful candidate will be a sharp, technically literate, collaborative and commercially astute with the ability to articulately consult with technical and non-technical stakeholders both internally and externally at all levels, and be comfortable with occasional remote working and on-call support (out of hours).
In terms of background you may well have come from a 2nd - 4th line network/infrastructure support role with strong customer facing exposure, with the plan to move into something more client-centric  -  we can offer you the opportunity and support required to transition into this type of role.
Key responsibilities

Developing a detailed understanding of Garrison's products
Being able to articulate Garrison's secure web browsing concept in simple terms
Engaging with customer technical teams to help inform their High Level Design (HLD) documentation
Supporting customer technical teams to plan installation and deployment, converting HLDs into low level architecture
Providing ongoing support to customers and helping manage associated ticket queues
Undertaking root cause analysis on any issues before working with product engineers to plan a resolution
Engaging with Garrison's engineering teams to discuss product improvements and roadmap items from a functional, usability and performance perspective
Conceiving and helping create customer success material (documentation, training videos etc.)
Assisting the sales and marketing team at UK and international industry events
Being part of the 24x7 on-call remote support Rota (qualifying for additional inconvenience allowance)
Visiting customer sites (will include international travel).

Skills and experience
You'll be perfect if you have the following experience/skills-

A strong understanding of computer networking; in particular: o internet technologies such as DNS, NTP, HTTPS, SSL certificates and cloud platforms o the supporting OSI stack - TCP/IP, Ethernet, routing and switching o enterprise security infrastructure, e.g. proxy and firewall technology, syslog platforms o security best practice
Practical experience implementing, integrating and debugging networks using the technologies listed above
Experience working directly with end customers in a support capacity e.g. taking calls, documenting the issue, escalating as required, working with internal teams and providing a resolution
Practical experience implementing, integrating and debugging networks using the technologies listed above.

And we are delighted to have team members who show the following qualities-

Able to collaborate with team members
Possess excellent interpersonal skills
Self-motivated, adaptable, enjoy prospecting challenges and delivering results
Calm under pressure and able to maintain a diplomatic manner even when being challenged
Able to communicate well, both verbally and in writing

What we can offer you in return

Competitive salary
Regular social events
Perkbox discounts and freebies
Personal annual training budget
Flexible working hours and regular working from home
25 days holiday allowance per year (with the opportunity to buy or sell up to 5 days)
Company pension scheme of 8% base salary (depends on employee minimum contribution)
Life assurance
Critical illness cover
Share option scheme
Bike to work scheme
Interest-free season ticket loans
And free fruit, tea and coffee in our offices!