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Third Line Technical Operations Engineer

Location: Leeds or Remote

Want to deliver tech with a purpose, with people who care?
Join us and develop cutting-edge software solutions that help keep children safe online.

About Us

As the market leader, Smoothwall provides cutting-edge, on-premise and cloud-based technology for UK schools to keep their students safe online. We exist to protect and support every child’s digital journey by leveraging industry-leading technology to protect 23,000 schools and over 12 million students worldwide. With our UK head office in Leeds, our parent company, Family Zone is headquartered in Australia, with operations throughout the US, UK, Australia, New Zealand and Spain. We’ve grown fast and employ over 400 people. We’re all proud of our incredible journey so far …and the best is yet to come. That’s where you come in!

What’s the opportunity?

Smoothwall (a Family Zone Company) is looking for a self-motivated Third Line Technical Operations Engineer to join our Support team in a remote role with occasional travel to Leeds.

As Third Line Technical Operations Engineer you will be part of a highly skilled and fast-paced technical team committing to providing the highest levels of service. You will be responsible for remote support of our products for our global customer base within Education, Healthcare, Local/Central Government and the Corporate sector. You will have a proactive mindset and strive to improve the functionality of our products, and identify product defects and bugs to minimize the impact on customer operations.

A day in the life

Being a part of the 3rd Line Team is a varied role.  No two days are the same, and you can expect to be challenged in varied and unique ways.  Smoothwall has a suite of Safeguarding products.  The oldest is the on-premise web filter, operating at the heart of many schools in the UK.  Supporting this is at the centre of everything which happens in the 3rd Line.  To do this, the following skills are what we are looking for:

  • Network Knowledge:
  • Each network a Smoothwall is deployed to is different.  Different topologies, different hardware, etc.  An in-depth understanding of network fundamentals and how they can be used is essential, for example:
      • Routing
      • Briding
      • Subnets
    • Third-party services such as Active Directory/Azure AD can often be used for the purposes of authentication, for this, a knowledge of how NTLM/Kerberos works would be an advantage.

    • Similarly, working knowledge of how RADIUS works would be beneficial.

  • Linux:

    • You must understand and be very comfortable with the command line and know how to administer a live-running system.   A previous background in systems administration or development will be beneficial.  Typical functional areas include:

      • DNS

      • IPSec

      • VLANs

      • Firewall (IPTables)

      • Web Proxies (Squid)

    • Troubleshooting and fault-diagnostics: Knowing which commands to run, and which log files to use to gather information is key.  Piecing that information together is critical in forming a technical opinion which helps frame an understanding of the technical solution.  This can then help lead to an immediate resolution, or taken further with colleagues in exploring other options.  We want someone who knows how to interpret the signs and symptoms and react accordingly.

    • Analysing network packets: there are plenty of authentication protocols which sometimes just don’t behave as they should, or network traffic not flowing in the right direction – an ability to capture and interpret PCAP files with Wireshark would be advantageous.

None of this is a lone event – working with colleagues in both Support and Engineering is critical in providing the best technical solution with a good resolution.  In doing so there are plenty of learning and development opportunities to help in your understanding.

This role offers so many opportunities to expand your skills and grow your career. You’ll get to attend local software conferences, paid for by us. And as you step up and take ownership to make things happen, you’ll carve out an incredible career.

We’d love to hear from you. Please submit your application if you would like to be considered for this opportunity. At this stage, we are only accepting applications from those with full working rights.

Shortlisting will commence immediately.

Sound like you?

Tell us about yourself. Send your CV and covering letter to:
Shaylan.mistry@familyzone.com

Site URL: https://www.smoothwall.com/education | Locale is :

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