IT Support Engineer

TN United Kingdom; Fareham; On-site; GBP 30,000 - 45,000; Full time

Job summary

An exciting opportunity for an IT Support Engineer to join a fast-growing IT Security business. You will deliver and maintain cybersecurity solutions, support clients, and monitor systems. The role requires hands-on IT support experience and strong communication skills.

Qualifications

• Hands-on experience in IT support, including desktop, server, and networking.
• Background in customer-facing technical roles, such as 1st or 2nd line support.
• Awareness of current cybersecurity threats.

Responsibilities

• Implement cybersecurity tools for clients and monitor systems for issues.
• Address support requests and maintain communication with clients.
• Plan and execute updates or new service rollouts.

Skills

IT Support

Cyber Security

Firewalls

2nd Line Support

1st Line Support

Tools

Ivanti

FortiEDR

FortiSIEM

FortiSOAR

Qualys

Mimecast

Microsoft Sentinel

Azure

Entra

CybSafe

Job description

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An exciting opportunity has become available for an IT Support Engineer to join a fast-growing IT Security business on a full-time, permanent basis.

Key skills required for this role

IT Support, Cyber Security, Firewalls, 2nd Line Support, 1st Line Support

Role Overview

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 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 issues related to live services efficiently.
• Recognize and address potential risks or service problems before they impact operations, collaborating with 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 for accurate tracking and reporting.
• Prioritize tasks to meet deadlines and project milestones.
• Maintain professional and courteous communication via phone, email, and messaging platforms.
• Adhere to established processes for service deployment, updating documentation as needed.
• Assist in creating and transitioning new services to operational use, including documentation and handover to the SOC.
• Escalate security concerns outside normal SOC operations for appropriate action.

Please note that this is a summary of key responsibilities and duties may evolve based on 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 mentioned technologies is beneficial.
• Strong time management skills and the ability to meet project deadlines independently.
• Awareness of current cybersecurity threats and proactive in addressing them.
• Clear communication skills, with the ability to explain technical concepts to non-technical users.

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