IT Support Specialist - Reading, Berkshire, United Kingdom - Proofpoint

Description

It's fun to work in a company where people truly BELIEVE in what they're doing

We're committed to bringing passion and customer focus to the business.

Company Overview

At Proofpoint, people are at the heart of our award-winning lineup of cybersecurity solutions, and the people who work here are the key to our success, and to that of our customers. We're customer-focused, collaborative and committed to excellence. Through a culture of diversity, honesty and initiative, we deliver meaningful innovation that helps manage today's biggest threats. With opportunities in all functions, we offer many exciting reasons to join our team.

The Role

Proofpoint is seeking a motivated professional level Two IT Support Specialist with proven experience supporting large-size corporate locations in a fast paced, corporate environment. This candidate must have excellent customer service attitude, a degree of creativeness in troubleshooting and problem solving, and who is ready to grow their career by being part of the Proofpoint Helpdesk team. This includes installing, diagnosing, repairing, maintaining, and upgrading all PC/Mac, hardware and equipment to ensure optimal workstation performance. Security awareness at all times, is a key aspect of your role. The successful candidate will learn how to troubleshoot problem areas (in person, by zoom/teams, or via e-mail) in a timely and accurate fashion, and provide end-user assistance where required, working as part of a team.

The successful candidate must demonstrate a full understanding of industry practices and Proofpoint policies to ensure flawless support to our business partners. Your day-to-day
• Provide on-going operational support including operating systems releases, upgrades, service pack installations, bug fixes, security updates, and any system change activities
• Available on-call some nights and weekends to assist in dealing with outages
• Build new systems (PC/Mac), and new hires deployment, through Jamf and also MDT
• Serve as Helpdesk support to resolve PC/Mac system issues as reported by the end-users
• Troubleshoot problem areas (in person, by zoom/teams, or via e-mail) in a timely and accurate fashion and provide end-user assistance where required.
• Identify solutions for network security; provide Spyware, Adware and, virus protection.
• Ensure adequate customer follow up communications and timely issue status updates to customer and IT management.
• Create a formal mentorship with IT Helpdesk peer(s) to share lessons learned and IT knowledge
• Network with cross-functional teams to leverage best practices including Facilities
• Assist customers with identifying and specifying hardware and software needs to address business requirements, aligning with IT standards where possible.
• Familiar with server hardware, software installation and maintenance, in coordination with Corporate IT (e.g. SAN/NAS storage, Network).
• Familiar with network implementation and maintenance, in coordination with Corporate IT (e.g. routers, switches, wireless).
• Create and update documentation (Intranet FAQs, User guides, Standard Operating Procedures, Knowledgebase) for IT supported services and applications.
• Identify current operational process inefficiencies and provide recommendations for improvement.
• Assist server teams with installing network equipment and basic troubleshooting
• Coordinate with vendors on basic facility issues; including new wiring installs, UPS battery tests, network cable runs, and cubicle moves What you bring to the team
• Substantial experience working within an IT Support role in a team environment
• Experience in supporting Apple Mac OS
• Familiarity with the following. o Windows. Linux and Mac Operating Systems o PC hardware architecture o Desktop applications, (i.e., MS Office, Virus Scan, VPN, imaging software, etc.) o Desktop architecture build methodologies o Other IT disciplines, (i.e., Telecom, Datacom, Messaging, Server operations, Video conference, etc.) o Jira Ticketing system is a plus or other experience of such platforms
• Proven Customer Service skills both locally and remotely
• Excellent communication skills, to your team and across other teams and management
• Available to travel occasionally to other office locations Education:
• Third Level Degree in Computer Science or related field or degree from Technical Trade School
• Preferred candidates will have Microsoft certifications (MCSA, MCSE) and/or Apple certifications – or relevant experience

What you bring to the team

• Substantial experience working within an IT Support role in a team environment,
• Experience in supporting Apple Mac OS
• Familiarity with the following.
  • Windows. Linux and Mac Operating Systems
  • PC hardware architecture
  • Desktop applications, (i.e., MS Office, Virus Scan, VPN, imaging software, etc.)
  • Desktop architecture build methodologies
  • Other IT disciplines, (i.e., Telecom, Datacom, Messaging, Server operations, Video conference, etc.)
  • Jira Ticketing system is a plus or other experience of such platforms
• Proven Customer Service skills both locally and remotely
• Excellent communication skills, to your team and across other teams and management
• Available to travel occasionally to other office locations

Why Proofpoint

We are completely committed to helping our customers protect their greatest assets and biggest security risk: their people. That's why we're a pioneer in next-generation cybersecurity—and why more than half of the Fortune 100 trust us as a security partner.

Throughout the pandemic Proofpoint has shown great leadership, continued to hire, expand new offices, and grow the business. We welcome candidates from all walks of life. Apply today and explore your future #LifeAtPFPT.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us

Proofpoint Best Places to Work Awards

Proofpoint has been honored with five Best Places to Work Awards in 2024 by workplace culture leader Comparably, including Best Company Outlook, Best Global Culture, Best Engineering Teams, Best Sales Teams, and Best HR Teams.

Proofpoint thrives on the invaluable contributions of our diverse workforce, which encompasses a kaleidoscope of lived experiences, thoughts, perspectives, and professional expertise. We attribute much of our success to our people, who are at the core of our organization and embody our people-centric ethos.

Disrupting the Status Quo

We hire the most innovative minds globally to safeguard our customers' sensitive data and intellectual property. Our talented workforce develops and leverages our advanced technology, combining their expertise to provide comprehensive protection against threat actors and mitigate the risks posed by both malicious and negligent employees.

Making a Difference

Cyberattacks have the potential to disrupt access to vital resources such as energy, water, transportation, healthcare, and financial services. At Proofpoint, our dedicated team works tirelessly to ensure world-class cyber resilience, protecting approximately 8,000 enterprise customers worldwide.

Our Commitment

We are committed to creating a diverse, equitable, and inclusive environment. We work every day to ensure that our employees feel that they are in a community that celebrates their unique identity, cultivates their sense of belonging, and invests in their professional growth. We have 9 employee-led employee inclusion groups which help support both employees and our organization by providing opportunities to network, discuss career and cultural development and uplift the corporate culture to create a more inclusive workplace.

About Us

At Proofpoint, we have a passion for protecting people, data, and brands from today's advanced threats and compliance risks. We hire the best people in the business to:

• Build and enhance our proven security platform
• Blend innovation and speed in a constantly evolving cloud architecture
• Analyze new threats and offer deep insight through data-driven intel
• Collaborate with customers to help solve their toughest security challenges

We are singularly devoted to helping our customers protect what matters most. That's why we're a leader in next-generation cybersecurity—and why more than half of the Fortune 100 trust us as a security partner.

Proofpoint is an equal opportunity employer, we hire without consideration to race, religion, creed, color, national origin, age, gender, sexual orientation, marital status, veteran status or disability.