Remediation Engineer

JR United Kingdom; Coventry; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading tech firm in Coventry seeks a passionate technical support specialist to assist clients with post-breach remediation. You will work collaboratively in a dynamic environment, addressing customer challenges and ensuring swift recovery from incidents. Ideal candidates will possess strong technical skills, excellent customer service abilities, and thrive under pressure.

Qualifications

• 2+ years in technical support or system administration.
• Knowledge of Windows environments and troubleshooting.
• Experience with various hardware platforms such as servers and networking devices.

Responsibilities

• Provide guidance to help customers re-establish operations post-disaster.
• Take ownership of customer issues and escalate as needed.
• Develop workflows and best practices for regional consistency.

Skills

Troubleshooting

Customer Service

Analytical Skills

Relationship Management

Education

Certifications like MCP, ITIL, CompTIA

Job description

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Established in 2006, CyberClan’s carefully selected team of experts are capable of solving complex cyber security challenges – keeping data secure and businesses running as usual. CyberClan’s Global Incident Response Teams are available 24/7/365 to leap into action, responding to all cyber-attacks with proven defensive methodology. We quickly identify, contain, eradicate, and recover from cyber-attacks. Our goal is to get businesses fully operational as quickly as possible and to further prevent any downtime or impact on business operations.

We are looking for an ideal candidate who is passionate about technology and customers. A true problem solver who will take personal ownership in seeing a problem through to resolution. You will understand customer environments across heterogeneous operating environments and be comfortable speaking with security teams, customer operation teams, as well as breach coach legal teams.

This role reports to the Global Head of Digital Forensics & Incident Response. The successful candidate will work as part of the Post Breach Remediation team and collaborate closely with other cross-functional teams within the organization.

Essential Functions

1. Provide reliable guidance, both technical and non-technical, to help customers re-establish business operations following a disaster scenario.
2. Take ownership of customer issues, including initial troubleshooting, root cause identification, and resolution or escalation.
3. Identify and escalate priority issues needing immediate attention.
4. Meet or exceed customer expectations on response quality, timeliness, and overall experience.
5. Serve as internal and external point of contact on customer escalations, ensuring issues are resolved expediently.
6. Push creative thinking beyond existing industry standards to develop innovative rescue strategies for production environments.
7. Identify long-term requirements during remediation to be handed over to Sales for pursuit.
8. Recommend vendor solutions to improve client needs and experience, elevating these to Leadership for review.
9. Develop workflows, playbooks, and best practices with team members for regional consistency.
10. Collaborate with client stakeholders during response and recovery, advising on hardware and infrastructure improvements.
11. Participate in cross-departmental incident response efforts.
12. Prepare and present project plans for immediate and long-term remediation.
13. Maintain a general understanding of technologies and firewalls.
14. Assist with patching and system imaging tasks.

Required Skills and Experience

• 2+ years in technical support, system administration, or a related customer-facing role.
• Knowledge of Windows environments, including troubleshooting and diagnosing OS and network issues.
• Experience with various hardware platforms such as NAS, SAN, servers, printers, and networking devices.
• In-depth knowledge of hypervisor administration.
• Passion for resolving customer issues and advocating for their success in a fast-paced, technical environment.
• Ability to learn new technologies quickly.
• Excellent relationship management, customer service, and communication skills (written, chat, calls, in-person).
• Ability to work independently and as part of a team.
• Strong analytical and organizational skills.
• Calmness and clarity when dealing with challenging customer situations.

Preferred Skills, Experience, Degrees or Certifications

• Experience with physical, virtual, and cloud environments.
• Experience imaging workstations and servers.
• Supporting hybrid cloud environments.
• Knowledge of on-premises and cloud backup solutions.
• Experience with security and remediation tools like EDR, firewalls, and data recovery.
• Familiarity with privileged access management solutions.
• Troubleshooting Windows, Mac, and ChromeOS.
• Certifications like MCP, ITIL, CompTIA, CDRE are assets.
• A passion for solving complex puzzles and questions.
• Thrives in high-stakes, rapidly evolving environments.
• Curious and eager to learn new skills and insights.
• Ability to think like an attacker and anticipate moves.

CyberClan is an equal opportunity employer. All applicants will be considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.