Hybrid Service Desk and Security Analyst

We are looking for a Hybrid Service Desk and Security Analyst who can handle complex IT issues and provide effective solutions for our clients while also monitoring, analysing, and responding to security alerts and incidents. The ideal candidate will have a strong interest in cybersecurity and IT service management, with a desire to learn and grow in both fields.

Key Responsibilities:

• Provide first and second level support for IT incidents and requests, ensuring timely and accurate resolution.
• Monitor and troubleshoot IT systems and platforms, such as Datto RMM, Addigy, Microsoft 365, Google Workspace, Spanning, Datto Endpoint Backup, Windows and Mac OS.
• Perform regular backups, updates, and maintenance of IT systems and platforms.
• Escalate complex or unresolved issues to third level support or vendors as needed.
• Create and maintain IT documentation, such as procedures, manuals, reports, and tickets.
• Train and mentor junior staff on IT systems and platforms, best practices, and customer service skills.
• Ensure compliance with IT policies, standards, and security measures.
• Collaborate with other IT staff and stakeholders to improve IT service delivery and customer satisfaction.
• Monitor security alerts generated by various security tools and systems, including XDR, SIEM, endpoint protection, and firewall logs.
• Analyse and investigate security events and incidents to determine the root cause and potential impact.
• Perform vulnerability management analysis and reporting to proactively improve the posture of our customers' environments.
• Perform security incident response activities, including containment, eradication, and recovery.
• Collaborate with other SOC team members to maintain and improve security operations processes and procedures.
• Maintain accurate and timely incident records in the company's incident management system.
• Participate in SOC training programs to develop skills and knowledge in the cybersecurity field.
• Work on a shift basis, including weekends and holidays, ensuring 24/7 coverage and response readiness.

Qualifications:

• Bachelor's degree in Computer Science, Information Technology, Cybersecurity, or related field, or equivalent work experience.
• At least 5 years of experience in IT service desk or technical support roles.
• Personal and/or professional experience in cybersecurity (lab-based or professional) and/or IT operations.
• Advanced knowledge and skills in IT systems and platforms, such as Datto RMM, Addigy, Microsoft 365, Google Workspace, Spanning, Datto Endpoint Backup, Windows and Mac OS.
• Familiarity and understanding of security technologies such as SIEM, IDS/IPS, endpoint protection, and firewalls.
• Knowledge of XDR and Security tooling such as CrowdStrike, Microsoft Defender, Azure Sentinel, and Vulnerability management solutions.
• Knowledge of common attack techniques, vulnerabilities, and mitigation strategies. • Excellent communication, problem-solving, and customer service skills.
• Ability to work independently and as part of a team.
• Ability to prioritize and manage multiple tasks and deadlines.
• Strong analytical and problem-solving skills.
• Strong written and verbal communication skills including report writing.
• Certifications in IT systems and platforms, such as Datto RMM, Addigy, Microsoft 365, Google Workspace, Spanning, Datto Endpoint Backup, Windows and Mac OS, are preferred.
• Fluent in British-English both written and verbally.
• Willingness to work on a shift basis, including weekends and holidays.

Why Join Us:

• Embrace a healthy work-life balance.
• Enjoy competitive compensation and benefits.
• Be part of a positive work environment that fosters collaboration and teamwork.
• Advance your career through our professional development opportunities.
• Thrive in an inclusive and employee-centric culture.

About Eastvantage

At Eastvantage, our mission is to create meaningful jobs. Through our portfolio of premium and select clients, we provide careers that are knowledge-based, inspiring, and always with the potential for development and growth.

We are an independently-owned outsourcing company with European roots, servicing global companies that have offices in every populated continent in the world. We have been in the industry for a decade, growing from a handful to over 1,000 happy employees over the years.

We hope to convince you to apply with us and be part of our success story.