Remediation Engineer

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

Job summary

A leading company in cybersecurity is looking for a dedicated Technical Support Specialist to join their Post Breach Remediation team. The successful candidate will play a vital role in guiding clients through recovery efforts following incidents while collaborating with various teams to improve solutions and processes. Ideal candidates are those who thrive under pressure, enjoy solving complex problems, and possess strong communication skills, ensuring seamless operations for clients in stressful situations.

Qualifications

• 2+ years in technical support or system administration.
• Proficient with Windows environments and hardware platforms.
• Experience administering hypervisors and troubleshooting network issues.

Responsibilities

• Providing guidance to customers post-incident for business continuity.
• Handling escalated customer issues and technical troubleshooting.
• Collaborating during cross-departmental incident response activities.

Skills

Troubleshooting

Customer Advocacy

Analytical Skills

Communication

Organizational Skills

Problem Solving

Tools

Windows

Hypervisors

NAS

SAN

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 should understand customer environments across heterogeneous operating systems and be comfortable communicating with security teams, customer operation teams, and legal teams involved in breach coaching.

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 after 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 standard industry practices to rescue production environments.
7. Identify long-term requirements during remediation to inform sales opportunities.
8. Recommend vendor solutions to improve client needs and escalate to leadership for review.
9. Develop workflows, playbooks, and best practices with team members.
10. Engage with client stakeholders during response and recovery phases, advising on hardware and infrastructure improvements.
11. Participate in cross-departmental incident response activities.
12. Prepare and present project plans for remediation efforts.
13. Maintain a general understanding of technologies and firewalls.
14. Assist with patching and system imaging tasks.

Required Skills and Experience:

1. 2+ years in technical support, system administration, or a related customer-facing role.
2. Proficient in Windows environments, troubleshooting low-level OS and network issues.
3. Confident with hardware platforms including NAS, SAN, servers, printers, and networking devices.
4. Experience with administering hypervisors.
5. Passionate about solving customer issues and advocating for success 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 under pressure.

Preferred Skills, Experience, Degrees or Certifications:

1. Experience with physical, virtual, and cloud environments.
2. Experience with imaging workstations and servers.
3. Experience supporting hybrid cloud setups.
4. Knowledge of backup solutions, security, and remediation tools.
5. Familiarity with privileged access management solutions.
6. Experience troubleshooting Windows, Mac, and ChromeOS.
7. Certifications such as MCP, ITIL, CompTIA, CDRE are assets.
8. Passion for solving complex puzzles and a desire to learn continuously.
9. Ability to anticipate attacker moves and think proactively.

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.