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Tier 1 IT Operations Support Agent

Information Technology | Maidstone, Kent, United Kingdom | Full Time

Job Description

Who we are:

GlobalSign is the leading provider of trusted identity and security solutions enabling businesses, large enterprises, cloud service providers and IoT innovators around the world to secure online communications, manage millions of verified digital identities and automate authentication and encryption. Its high-scale PKI and identity and access management (IAM) solutions support the billions of services, devices, people and things comprising the Internet of Everything (IoE). The company has offices in the Americas, Europe and Asia.

Who we’re looking for:

Reporting to the IT Operations Manager within the IT Operations Division the person in this role will assist in support of endpoint systems issues with other agents forming a Global IT Support Team who is eager to learn new technologies and advance their career.


  • Serve as first point of contact for office members seeking technical assistance over the phone or email
  • Diagnosing and solving hardware/software faults 
  • Determining the best solution based on the issue and details provided
  • Be proactive and an excellent team player
  • Escalating issues when further investigation and expertise are required
  • Self-Motivated and able to work without close supervision.
  • Learn and apply new and relevant technical information and instructions.
  • Ability to analyse tickets to spot trends and underlying issues
  • Out of office hours work as necessary to resolve critical issues
  • Performs miscellaneous job-related duties as assigned



  • Strong technical troubleshooting skills
  • Proven experience as a support technician or other customer support role
  • Experience with Microsoft Operating Systems
  • Good expertise of computer systems, mobile devices, and other technologies
  • Log calls and maintain accurate written records of work
  • Provide high valuable customer-oriented service
  • Able to travel to other offices when deemed necessary
  • Work productively and efficiently in a team environment to meet SLA and KPIs

Desired Qualifications:

  • Networking knowledge and certification
  • Understanding of relevant IT technologies in hardware and software
  • Previous server administration
  • Knowledge of Mac and Linux and Microsoft systems
  • Relevant and current certifications in the IT field
  • BSc/BA in IT, Computer Science or relevant field

 What we offer:

Competitive Salary
Company Profitability Bonus Scheme
Annual Eye Test and Glasses Contribution
Fruit and Snacks in the office
Staff Council Events for hitting targets
Cycle to Work Scheme
Childcare Vouchers
Perkbox Goldcard
Corporate Perks Discount Scheme
5% Employer matched pension
Death in Service Policy
Sickness or Disability Cover