Senior It Restoration Specialist

Company Summary

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 downtown or impact to the business operations. CyberClan investigates and assists clients with all types of security breaches, insider threat, unauthorized access, malicious code.

Overview

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 comfortable speaking with security teams, customer operation teams as well as breach coach legal teams.

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 a senior role, you would be expected to offer support and mentorship to junior members of the team as well as the ability to 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 unrivaled cybersecurity company, have a desire to leverage your technical knowledge and learn a new and exciting aspect of the industry, let’s talk.

CyberClan investigates and assists clients with all types of security breaches; insider threat, unauthorized access, malicious code. Some you’ve probably read about in the news before, but many more stay hidden from the public’s eye.

• Can you think like an attacker and anticipate their next move?
• Do you love discovering the answer to never before seen complex puzzles and questions?
• Are you someone who enjoys being in the thick of battle, dropped behind enemy lines?
• Are you someone who thrives working in a high-stakes environment with the constant evolution of new challenges?
• Are you a knowledge seeker always looking for the next new skill and insight?

Responsibilities

• 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.
• 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.
• Push creative thinking beyond the boundaries of existing industry standard practices to come up with innovative ways to rescue a production environment.

Qualifications

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

Strongly Desired Qualifications:

• MCP or higher
• Experience supporting security applications such as AV, VPN, Firewall, proxy.
• Experience with troubleshooting Windows and Mac
• Experience supporting hybrid environments
• Linux troubleshooting experience a plus

Benefits of Working at CyberClan:

We are committed to building an inclusive culture of belonging that not only embraces the diversity of our people but also reflects the diversity of the communities in which we work and the customers we serve. We know that the happiest and highest performing teams include people with diverse perspectives and ways of solving problems, so we strive to attract and retain talent from all backgrounds and create workplaces where everyone feels empowered to bring their full, authentic selves to work.

CyberClan is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.

We offer fully paid benefits, wellness leave programs & Birthday Leave!