- 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.
- Take ownership of customer issues, including initial troubleshooting, identification of root cause and issue resolution or escalation.
- Participate in cross-departmental incident response to client incursions.
- Prepare and present project plans for immediate and long-term remediation.
- 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.
- 10+ years of senior technical support, infrastructure disaster recovery or related customer facing role.
- Proficient in breach/disaster remediation including networking, hardware, and software recovery.
- Knowledgeable in all Windows environments, including Server and Workstation, troubleshooting, and diagnosing low-level operating systems and network issues.
- Comfortable with network segregation and security compartmentalization techniques.
- Ability to design and build ad-hoc environments to support every angle of client workflow while maintaining a keen awareness of a security first mindset.
- Confident with a wide range of hardware platforms including NAS, SAN, server, and networking devices.
- In depth knowledge and experience administering hypervisors.
- PowerShell scripting and design experience a must
- Passion for solving customer issues and advocating for their success, in a fast paced, highly technical environment.
- Ability to learn and support new technologies quickly.
- Excellent relationship management, customer service and communication skills in 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.
- 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.
- Experienced in firewall appliance security auditing and configuration.
- Linux troubleshooting experience a plus.
- Experience with troubleshooting Windows and Mac
- MCP, ITIL, CompTIA, CDRE Certifications an asset
- A passion for discovering the answer to never-before-seen complex puzzles and questions.
- 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.
IT Restoration Specialist - Birmingham, United Kingdom - CyberClan
Description
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. Our goal is to get businesses fully operational as quickly as possible and to further prevent any downtime or impact to business operations. CyberClan investigates and assists clients with all types of security breaches, insider threat, unauthorized access, and malicious code.
Summary/Objective
The ideal candidate 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 equally comfortable speaking with security teams, customer operation teams as well as breach coach legal teams and company leadership.
Candidates must have technical depth and a customer-first mentality, the desire to take the initiative to own and resolve customer issues and interest in working in a fast paced, high growth learning environment. As this is a senior role, you would be expected to offer support and mentorship to junior members of the team as well as work on multiple projects at the same time.
We offer flexible work arrangements to help our people manage their personal and professional lives in a way that works for them. So, if you're ready to work for an unrivalled cybersecurity company, leverage your technical knowledge and learn a new and exciting aspect of the industry, let's talk.
Essential Functions
Required Skills, Experience, Degrees, or Certification
Preferred Skills, Experience, Degrees, or Certifications
Location
100% Telecommuting
Candidate must have legal authorization to work in the UK
% of Travel Required
10-20%
Physical Requirements
Prolonged periods of sitting at a desk and working on a computer.
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