Remediation Engineer

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

Job summary

A leading cybersecurity firm is seeking a passionate candidate for a role in Post Breach Remediation. The successful applicant will tackle complex problems related to cybersecurity incidents, providing expertise in both technical and non-technical terms to ensure swift recovery of client operations. This position requires strong troubleshooting skills, a customer-centric approach, and the ability to navigate various technical environments, making it ideal for candidates eager to excel in a fast-paced, high-stakes scenario.

Benefits

Equal opportunity employer

Qualifications

• 2+ years of technical support experience in customer-facing roles.
• Knowledgeable in Windows environments and network troubleshooting.
• Comfortable with hardware platforms including NAS, SAN, and servers.

Responsibilities

• Provide reliable direction to help customers after cyber incidents.
• Take ownership of troubleshooting and escalations.
• Collaborate with cross-functional teams on response strategies.

Skills

Troubleshooting

Analytical skills

Communication

Customer service

Problem-solving

Education

MCP Certification

CompTIA Certification

ITIL Certification

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 a cyber-attack. Our goal is to get businesses fully operational as quickly as possible and to further prevent any downtown or impact to the business operations.

We are looking for the 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. You will be comfortable speaking with security teams, customer operation teams as well as breach coach legal teams.

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

Essential Functions

• Provide well-thought out and reliable direction, both in technical and non-technical terms, to help customers re-establish business operations following a disaster scenario
• Take ownership of customer issues, including initial troubleshooting, identification of root cause and issue resolution or escalation
• Identify and escalate priority issues that need immediate attention
• Meet or exceed customer expectations on response quality, timeliness of responses and overall customer experience
• Serve as internal and external point of contact on customer escalations and ensure customer issues are resolved as expediently as possible
• Push creative thinking beyond the boundaries of existing industry standard practices to come up with innovative ways to rescue a production environment
• Identify long term requirements through solutions during the remediation process to be handed over to the Sales teams to pursue the opportunity
• Identify vendor solutions to solve/improve client needs and experience and elevate those to Leadership for review/consideration
• Work with other team members to develop workflows, playbooks and best practices to be employed and repeated across regions
• Work alongside client stakeholders from initial contact, response and recovery phases, and advise on hardware and infrastructure improvements to protect against future incursions
• Provide well-thought out and reliable directions, both in technical and non-technical terms, to help customers re-establish business operations following a disaster scenario
• Participate in cross-departmental incident response to client compromises
• Prepare and present project plans for immediate and long-term remediation
• General understanding of technologies and firewalls
• Would assist with patching & system imaging

Required Skills and Experience

• 2+ years of technical support, system administration or related customer facing role.
• Knowledgeable in the Windows environment, including Windows Service and Workstation, troubleshooting and diagnosing low-level operating systems and network issues.
• Confident with a wide range of hardware platforms including NAS, SAN, server, printer and networking devices.
• In-depth knowledge and experience administering hypervisors.
• Passion for solving customer issues and advocating for their success, in a fast paced, highly technical environment.
• Ability to learn new technologies quickly.
• Excellent relationship management, customer service and communication skills in a variety of forms (written, live chat, conference calls, in-person).
• Ability to work independently with little direct supervision and as a part of a team.
• Outstanding analytical and organizational abilities.
• Ability to remain calm, composed and articulate when dealing with tough customer situations.

Preferred Skills, Experience, Degrees or Certifications

• Experience with building physical, virtual and cloud environments.
• Experience with imaging workstations and servers
• Experience supporting hybrid cloud environments
• Experienced in wide range of on-premises and cloud-based backup solutions
• Experience supporting full range of security and remediation applications including EDR, software Firewalls and data recovery tools
• Exposure to implementation and maintenance of privileged access management solutions.
• Experience with troubleshooting Windows, Mac and ChromeOS
• MCP, ITIL, CompTIA, CDRE Certifications an asset
• A passion for discovering the answer to never-before-seen complex puzzles and question
• Thrives working in a high-stakes environment with constant rapidly evolving new problems.
• A knowledge seeker always looking for the next new skill and insight.
• Ability to think like an attacker and anticipate the next move.

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