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About the Role
We are seeking a technically skilled professional who combines strong interpersonal skills with a deep understanding of cyber security principles, data protection, and ISO 27001 standards. In this role, you will act as the first line of defence for our clients’ technical environments, resolving technical faults while ensuring all support activities align with our ISO 27001 Information Security Management System (ISMS). This role requires direct communication with global colleagues and customers to explain security implications of technical issues, creating clear written documentation for audit trails, and triaging incidents with a focus on data integrity and confidentiality.
Responsibilities
- Diagnose and troubleshoot technical issues regarding company-issued hardware, network systems, and related software, always applying security best practices.
- Provide timely, accurate feedback to customers, ensuring they understand the security context of any resolution or workaround.
- Guide customers through secure troubleshooting steps to resolve problems without compromising data integrity.
- Identify, quarantine, and escalate potential security incidents or data breaches immediately, following established incident response procedures.
- Ensure all technical support activities and general business activities adhere to ISO 27001 standards and relevant data protection regulations (e.g., GDPR).
- Maintain accurate, detailed documentation of all support tickets, troubleshooting steps, and resolutions to support internal audits and compliance reporting.
- Assist in the implementation of security controls and best practices within our business environment and client environments during support engagements.
- Identify gaps in current security practices cross-departmentally, recommending improvements to enhance the overall security posture.
- Engage directly with customers to quickly root-cause issues, balancing technical accuracy with clear, non-technical communication.
- Liaise closely with our Global DPO Officer, Customer Service Desk, Field Teams, and the Information Security team to ensure a coordinated response to incidents.
- Follow up with clients to ensure not only that the technical issue is resolved but that data security and confidentiality have been maintained throughout the process.
- Support the improvement of internal security procedures and help implement effective ways of working to consistently add value to our clients’ security needs.
- Work flexibly to meet client needs, which may occasionally fall outside standard working hours, particularly during critical security incidents or high-priority support requests.
- Manage multiple tasks and prioritize effectively under tight timescales, ensuring no security risk is overlooked due to workload pressure.
Requirements
- Proven experience in a technical support role, preferably within a regulated industry or environment where security is paramount.
- Strong familiarity with ISO 27001 frameworks and data protection principles.
- Familiarity with networking, Data Center operations, Cloud security, and general IT security concepts.
- Knowledge of web technologies (HTML, CSS, JSON) is advantageous.
- Experience troubleshooting hardware, software, and network systems.
- Industry-specific certifications in networks, security (e.g., CompTIA Security+, CISSP Associate, or ISO 27001 Lead Implementer/Auditor) are highly desirable.
- Successful security clearance and vetting is mandatory for this role.
- Excellent problem-solving skills with a focus on root-cause analysis.
- Strong ability to triage and prioritize issues based on security risk and business impact.
- Attention to detail and strong organisational skills are crucial.
- Passion for customer service and continuous improvement.
- The post holder may also be asked to support and undertake other related duties not listed in this Job Description from time to time according to the needs of the business, particularly those related to security compliance and data protection.
Skills
- Cyber security principles
- Data protection
- ISO 27001 standards
- Technical support
- Hardware configuration
- Software configuration
- Network troubleshooting
- Information Security Management System (ISMS)
- GDPR
- Incident response
- Networking
- Data Center operations
- Cloud security
- IT security concepts
- HTML
- CSS
- JSON
- Problem-solving
- Root-cause analysis
- Triage
- Prioritization
- Attention to detail
- Organizational skills
- Customer service
- Continuous improvement
Location
- Office Based – Aerospace Boulevard, Farnborough
Work Type
- Office Based
Experience Level
- Proven experience in a technical support role
Benefits
- 27 Days Annual Leave + Bank Holidays
- Private Healthcare
- Profit Share Scheme
- Annual Leave Purchase
- Enhanced Maternity & Paternity
- 6% Employer Pension Contribution
- CSR Day
- Benefits Hub
- C2W
- Electric Vehicle Charging Points
- Income Protection
- On-site Showers
- Death in Service
- Free Parking
- Summer & Christmas Social Events