United Kingdom onlyWant to deliver tech with purpose, with people who care?
Join us in our mission to create solutions that help keep children safe online.
Who we are?
Headquartered in Perth, Australia, with offices globally including in Colombo, Sri Lanka, Qoria is an ASX listed global leader in child digital safety technology and services. We are a purpose-driven business, operating under the ‘Linewize’ brand in North America and Asia Pacific, the ‘Smoothwall’ brand in the UK, 'Octopus BI' in Sri Lanka and the ‘Qoria’ brand in EMEA. Our solutions are utilised by schools, school districts, and parental communities to protect children from seeing harmful content online, identify children at risk based on their digital behaviours and ensure teachers maintain focus and safe learning in the digital classroom. 30.000 schools and 7 million parents depend on our solutions to keep 25 million children safe in 180 countries around the world.
What’s the opportunity?
Primarily we are looking for an Offender Monitoring 2nd Line Support Engineer to join our team. However, the secondary duties of this role will include delivering on site and remote training for police forces across the UK and ensuring that all training materials are up to date and accurate.
The purpose of this role is to:
- Provide timely and effective technical support to end users and resolve complex technical issues escalated from first line support engineers.
- Continuously improve and optimize systems and processes to enhance overall performance and efficiency.
- Collaborate with other teams to identify and address recurring technical issues, and implement sustainable solutions.
- Develop and maintain documentation and knowledge base articles to facilitate self-service troubleshooting for end users.
- Stay updated on latest industry trends and technologies to provide proactive and strategic support for IT infrastructure and systems.
- Maintain the highest levels of customer service at all times
- Work closely with our customers to provide in depth training on the use of our software platforms and services You may be expected to work shifts including days, nights and weekends.
This role does require resilience and you may be required to review indecent and distressing text and imagery. This role is based in Salford with travel across the UK, and we do offer hybrid working options.
Here’s how you’ll do it:
- Successfully complete NPPV3 vetting and security clearance
- Respond to and resolve escalated technical issues from first line support engineers and end-users.
- Troubleshoot and diagnose complex technical problems related to hardware, software, and network systems.
- Provide remote support to end-users through phone, email, or remote desktop tools.
- Install, configure, and update software applications, operating systems, and drivers.
- Perform system upgrades, patches, and maintenance tasks.
- Monitor and maintain system performance, security, and availability.
- Document and maintain records of technical issues, resolutions, and troubleshooting steps.
- Collaborate with other teams and partners to resolve technical issues.
- Provide training and guidance to first line support engineers and end-users.
- Participate in on-call rotation for after-hours support and emergency situations.
- Dedicate time to self improvement as well as improving your own well being
Requirements
What will you bring?
- An interest/experience of working in safeguarding / crime prevention/ the welfare and well-being of young people and adults.
- A good understanding of the English language and excellent communication skills (written and verbal).
● Quick decision-making skills.
- An ability to remain calm and empathetic when under pressure or dealing with difficult situations.
● A flexible approach.
- A strong work ethic and ability to stay focused for extended periods.
- Strong team player with the ability to work on own initiatives with creative ability to solve problems.
- Excellent communication and presentation skills.
- Ability to work under pressure and handle multiple tasks simultaneously.
- Strong customer service orientation and ability to work well with customers in a professional manner.
- Willingness to continuously learn and stay updated on new technologies and tools - Experience with ticketing systems and other support tools.
- Ability to document technical solutions and share knowledge with other team members.
Desirable
- Previous experience of working with sensitive information.
- Previous experience and knowledge of Policing and the management of sex offenders and violent offenders.
- Previous experience in presenting/teaching
- Knowledge of our products and services.
- Strong technical knowledge and expertise in the specific area of technology being supported.
- Excellent problem-solving skills and ability to troubleshoot complex technical issues .Strong communication skills, both written and verbal, to effectively communicate with customers and other support team members.
You’ll have:
- Passion about safeguarding and risk management.
● A strong team player.
- Focussed on a culture of continuous improvement.
- High attention to detail while meeting quality and productivity goals.
This role requires the applicant to deal with moderation of content and other circumstances which may be distressing or inappropriate. Welfare services will be available to support the applicant. This role also meets the requirements in respect of exempted questions under the Rehabilitation of Offenders Act 1974, any applicants who are offered work for this organisation will be subject to an enhanced check from the Disclosure and Barring Service (DBS). This will include details of cautions, reprimands or final warnings as well as convictions. A criminal record will not automatically bar a person from successfully taking up this post.
Why choose Smoothwall by Qoria:
In this role, you can expect:
● Employee stock options
● Enhanced holiday & family leave
● Tech Allowance .... and much more
More importantly, you’ll:
Deliver tech with purpose... As part of our monitoring team, your work truly matters. Your contribution will enable our dedicated team members to deliver real-world results for children, their families and the wider community.
Be with people who care... You’ll work among a tight-knit team of creative professionals who share your passion for enabling safe online environments. We all take ownership of our work, end to end and at the same time, we really care about growing and winning together.
Through work that you love... Monitoring takes skill, energy and resilience. It can also be incredibly rewarding. Here, your efforts will be visible and you’ll love the impact you have
And a career that you own. A proven career path forward, with real opportunities to progress your career into other teams and departments within the company. Exposure to industry leading tech, developed in-house by an amazing engineering team. Regular company wide lunch and learn sessions.
Spain
