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You will be part of a team of engineers delivering and maintaining cybersecurity solutions for clients. Your main focus will be on deploying and supporting a range of cybersecurity products and ensuring the stability of both customer-facing services and internal systems. Service activities will be tracked through our IT Service Management system (Ivanti) to monitor performance against SLAs and KPIs.
Key Responsibilities
Implement a variety of cybersecurity tools for clients, such as:
Sentinel One EDR
FortiEDR
FortiSIEM
FortiSOAR
Qualys (including network scanners and cloud agents)
Mimecast
Microsoft Sentinel, Azure, and Entra
CybSafe cybersecurity awareness training
Monitor cybersecurity systems and infrastructure to identify issues and respond accordingly (note: critical alerts are handled by the Security Operations Centre).
Address support requests from clients, resolving any issues related to live services efficiently.
Recognize and address potential risks or service problems before they impact operations, collaborating with both internal teams and clients to ensure service continuity.
Plan and execute updates or new service rollouts, contributing to ongoing service improvement.
Log service deployments, incidents, and changes via Ivanti to ensure accurate tracking and reporting.
Prioritize tasks to meet deadlines and ensure project milestones are achieved.
Maintain a professional and courteous manner in all communications via phone, email, and messaging platforms.
Adhere to established processes for service deployment, revising documentation when necessary to ensure it remains clear and accurate.
Assist in creating and transitioning new services to operational use, including full documentation and handover to the SOC.
Escalate any security concerns identified outside normal SOC operations for appropriate action.
Please note that the above is a summary of key responsibilities and does not represent an exhaustive list. Duties may evolve to meet business and client needs.
Candidate Profile
Hands-on experience in IT support, including desktop, server, and networking
Background in customer-facing technical roles, such as 1st or 2nd line support
Familiarity with Linux, firewalls, and the technologies mentioned is beneficial
Strong time management skills and the ability to meet project deadlines independently
Awareness of current cybersecurity threats and a proactive approach to addressing them
Clear communication skills, with the ability to explain technical concepts to non-technical users
