Remediation Engineer

JR United Kingdom; Manchester; On-site; GBP 30,000 - 45,000; Full time

Job summary

A leading cyber security firm is seeking a candidate for a technical support role focused on post-breach remediation. The successful applicant will address customer issues in a fast-paced environment, requiring strong analytical skills, technical knowledge in Windows environments, and excellent communication abilities. Join a dynamic team dedicated to solving complex cyber security challenges while ensuring quick recovery for businesses affected by incidents.

Qualifications

• At least 2 years of technical support or system administration experience.
• Familiarity with Windows environments and troubleshooting network issues.
• Certifications like MCP, ITIL, CompTIA are assets.

Responsibilities

• Provide guidance to help customers re-establish business operations.
• Take ownership of customer issues and troubleshoot.
• Develop workflows and best practices with team members.

Skills

Analytical skills

Excellent communication

Problem solving

Technical support

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 of seeing a problem through to resolution. You will understand customer environments across heterogeneous operating systems and be comfortable speaking with security teams, customer operation teams, as well as breach 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.
2. Take ownership of customer issues, including troubleshooting, root cause analysis, and resolution or escalation.
3. Identify and escalate priority 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 issues are resolved promptly.
6. Innovate beyond industry standard practices to rescue 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 for leadership 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 responses.
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.

Required Skills and Experience

1. At least 2 years of technical support, system administration, or related customer-facing experience.
2. Knowledge of Windows environments, troubleshooting, and diagnosing system and network issues.
3. Familiarity with hardware platforms including NAS, SAN, servers, printers, and networking devices.
4. Experience with hypervisor administration.
5. Passion for solving customer issues in a fast-paced, technical environment.
6. Quick learner of new technologies.
7. Excellent communication skills across various formats.
8. Ability to work independently and in teams.
9. Strong analytical and organizational skills.
10. Calm and articulate in challenging customer situations.

Preferred Skills, Experience, Degrees or Certifications

1. Experience with physical, virtual, and cloud environments.
2. Experience with imaging workstations and servers.
3. Support for hybrid cloud environments.
4. Knowledge of backup solutions and security/remediation tools.
5. Exposure to privileged access management solutions.
6. Troubleshooting Windows, Mac, and ChromeOS.
7. Certifications like MCP, ITIL, CompTIA, CDRE are assets.
8. A passion for solving complex puzzles and a curiosity for new skills.
9. Comfort working in high-stakes, rapidly evolving environments.
10. 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.