Remediation Engineer

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

Job summary

A leading cybersecurity firm seeks a passionate technical support professional to join their Post Breach Remediation team. Your role will involve troubleshooting, guiding clients through recovery from cyber incidents, and ensuring they can maintain operational continuity. You will engage with diverse teams to innovate and improve customer experiences in a fast-paced environment.

Qualifications

• 2+ years in technical support or system administration.
• Proficiency in Windows troubleshooting and network issues.
• Ability to work independently and within a team under pressure.

Responsibilities

• Provide technical guidance to restore operations post-disaster.
• Own and resolve customer issues with urgency.
• Prepare project plans for immediate and long-term remediation.

Skills

Technical Support

Problem Solving

Communication

Analytical Skills

Organizational Skills

Education

Certifications such as MCP, ITIL, CompTIA, or CDRE

Tools

Backup Solutions

EDR

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 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 resolving issues. You will understand customer environments across heterogeneous operating systems and be comfortable communicating with security teams, customer operation teams, and legal teams involved in breach management.

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 restore business operations after a disaster.
2. Take ownership of customer issues, including troubleshooting, root cause analysis, and resolution or escalation.
3. Identify and escalate urgent issues requiring immediate attention.
4. Meet or exceed customer expectations regarding response quality, timeliness, and overall experience.
5. Serve as the point of contact for customer escalations and ensure prompt resolution.
6. Innovate beyond standard industry practices to rescue production environments.
7. Identify long-term requirements during remediation to be handed over to sales for further pursuit.
8. Recommend vendor solutions to improve client needs and experience for leadership review.
9. Develop workflows, playbooks, and best practices with team members for regional deployment.
10. Engage with client stakeholders during response and recovery phases, advising on hardware and infrastructure improvements to prevent future incidents.
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 relevant technologies, including firewalls, patching, and system imaging.

Required Skills and Experience

1. At least 2 years of experience in technical support, system administration, or a related customer-facing role.
2. Proficiency in Windows environments, including troubleshooting and diagnosing operating system and network issues.
3. Experience with various hardware platforms such as NAS, SAN, servers, printers, and networking devices.
4. In-depth knowledge of and experience with hypervisor administration.
5. A passion for solving customer issues and advocating for their success in a fast-paced, technical environment.
6. Ability to quickly learn new technologies.
7. Excellent communication skills across multiple channels (written, chat, calls, in-person).
8. Ability to work independently and as part of a team.
9. Strong analytical and organizational skills.
10. Ability to stay calm and articulate under pressure.

Preferred Skills, Experience, Degrees or Certifications

1. Experience with building physical, virtual, and cloud environments.
2. Experience with imaging workstations and servers.
3. Experience supporting hybrid cloud environments.
4. Knowledge of backup solutions, security, and remediation tools including EDR and data recovery.
5. Familiarity with privileged access management solutions.
6. Experience troubleshooting Windows, Mac, and ChromeOS.
7. Certifications such as MCP, ITIL, CompTIA, or CDRE are assets.
8. A passion for solving complex puzzles and continuous learning.
9. Thrives in high-stakes, rapidly evolving environments.
10. Ability to think like an attacker and anticipate threats.

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.