2nd Line Support Engineer (Cybersecurity)

TL;DR

2nd Line Support Engineer (Cybersecurity): Acting as an escalation point for 1st line support and specializing in endpoint and 3rd line support with an accent on problem management and process documentation. Focus on streamlining service request workflows, resolving recurring incidents, and maintaining high customer satisfaction.

Location: Onsite in Cambridge or London, United Kingdom

Company

Global leader in AI for cybersecurity providing a proactive platform for cyber resilience protecting nearly 10,000 organizations.

What you will do

• Act as the primary escalation point for all 1st Line Support issues.
• Manage Problem Management processes, keeping end users informed and logging detailed troubleshooting for future reference.
• Create and maintain comprehensive documentation for 2nd Line and 1st Line support processes.
• Identify incident trends and streamline Service Request workflows to resolve recurring issues.
• Assist in projects and ensure solution designs are applicable for both users and management.
• Monitor and adhere to respond and resolve SLAs to ensure proper task prioritization.

Requirements

• Proven experience in a 2nd Line IT Support role, ideally within an enterprise environment.
• Strong troubleshooting skills across hardware, software, networking, and cloud-based platforms.
• Advanced understanding of LANs, WANs, firewalls, and network switches.
• Hands-on experience with MDM solutions, specifically Azure, Intune, and Jamf.
• Excellent communication skills with the ability to explain technical concepts to non-technical users.
• Strong organizational skills to prioritize tasks effectively and meet SLA targets.

Culture & Benefits

• 23 days’ holiday rising to 25 after 2 years, plus all public holidays and a birthday day off.
• Private medical insurance covering the employee, cohabiting partner, and children.
• Life insurance of 4 times base salary and a salary sacrifice pension scheme.
• Enhanced family leave and a Confidential Employee Assistance Program.
• Cycle to work scheme.