Founded in March 2006, the company started off offering 'deep skills’ technical support and consulting to other IT companies or to companies whose own IT departments were overwhelmed or who lacked the technical skills required for specific projects.
As our customer base grew we started taking on more and more SME clients who were struggling to find decent ...
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PURPOSE OF POSITION:
- The Client Success Manager builds and nurtures business relationships with clients, focusing on delivering digital change/ adoption leveraging the Cyberlogic ecosystem. This ecosystem includes Managed Support Services, Procurement, Projects and Hosting services. A key outcome for the CSM is careful orchestration of a digital transformation journey based on an improvement plan relevant to each client’s specific need. This role is also accountable for maintaining and growing revenue in accounts by providing appropriate solutions to solve client business problems.
Technical
- Knowledge of Microsoft 365 product and licensing suite, Azure, Networking, Virtualisation, security and general on-premise Infrastructure and IT technical affinity.
Passion
- Using IT to support a client's business objectives, using a combination of technology know-how with a good understanding of the client's business and industry.
Stakeholder Management:
- Ability to comfortably manage relationships on a technical and business level.
Experience
- A proven track record of technology solutions sales in the SME space is desired.
Accountable
- Client portfolio and business relationship management
- Maintaining and growing revenue in accounts
- Managing commercial risk
Responsible
- Commercial management
- Delivery management
- Client satisfaction
Contribution
- Peer coaching and mentorship
- Team development and innovation projects
KEY RESPONSIBILITIES:
Client Portfolio Management
- Maintain and build relationships with key client stakeholders
- Collate reporting to share at regular check-ins to align on value-driving metrics
- Proactive client risk and issue management
- Bill of ICT assessments
- Develop deep context of the client landscape and their operating model
- Understand the impact of business trends and emerging technology on our clients and their customers and staff
- Generate value by working with our clients to create innovative solutions to business problems
Demand Management
- Opportunity and pipeline development initiatives
- Drive both client demand and support the sales process
- Develop account plan with the support of the greater Client Success and Delivery team
- Lead client to successfully operate their IT landscape, from Adoption to Digital Transformation
- Develop an improvement plan and execution roadmap to augment the client’s IT landscape
Delivery Management
- Project portfolio management across client accounts
- Appropriate allocation of teams in conjunction with the projects manager to deliver planned initiatives
- Manage project quality, milestones, budget, risks and issues
- Build partnerships with internal teams to support effective service delivery
- Manage client expectations and retrospectives following delivery initiatives
- Develop reusable intellectual property and collateral for knowledge sharing
Commercial Management
- Annual SLA renewal planning, negotiation and approval
- Manage commercial risk ensuring contracts are signed and in place timeously
- Project proposal coordination
- Project forecasting and billing
- Project Statement of Work support
- Compliance management of Cyberlogic terms
- Management of profitability of projects and services
Coaching and Mentoring
- Peer coaching and mentoring of teammates
- Development of knowledge assets to share with the team
- Profile the Cyberlogic brand to attract talent and build further client opportunities
CORE COMPETENCIES:
- Adhering to Principles and Values
- Presenting and Communicating Information
- Creating and Innovating
- Delivering Results and Meeting Client Expectations
TECHNICAL COMPETENCIES:
- Sales Proposal Development
- Sales Management
- Contract Management
- Relationship Management
OTHER REQUIREMENTS:
- You will be required to travel to clients. Own vehicle and a valid driver’s license are required.
- To be successful in this role, the candidate must be passionate about making a difference, be able to work autonomously as well as a part of an extended team, conduct themselves with integrity, professionalism and adopt a continuously learning mindset to meet the challenges of delivering within an ever-changing technology landscape.
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PURPOSE OF POSITION:
- As a Cyber Security Analyst within Cyber Forensics, you will play a pivotal role in advancing the security objectives of both our clients and our organisation. Your expertise will be instrumental in developing, implementing, and maintaining technical security solutions, processes, and controls to safeguard against unauthorised access, use, disclosure, modification, damage, or loss of client systems and data. As a key technical member of our Security team, you will lead efforts to strengthen our clients' defences against cyber threats by developing and maintaining cutting-edge Cyber Security Technology Solutions and Cyber Security Control Frameworks, ensuring their environments are robustly protected.
KEY RESPONSIBILITIES:
Problem Solving and Implementing Security Measures:
- Assess and address complex security issues.
- Lead the implementation of security protocols and tools following established procedures.
- Identifying and resolving security gaps through technical analysis of systems and procedures.
- Conduct security audits and evaluate current security measures for improvement.
- Provide support to team heads and leads in developing and maintaining security documentation, procedures, and standards, including CoCs and SOPs.
Escalations and Incident Response:
- Oversee the monitoring of security alerts and events.
- Action escalated tickets from technicians within SLA timeframes and provide support and guidance where needed to facilitate learning opportunity.
- Collaborate with technicians to monitor incidents, offering assistance, training and guidance to junior team members.
- Identify recurring patterns or trends in security events and conduct investigations to identify the root cause of the security incidents.
- Lead incident response procedures to contain, mitigate, and resolve security incidents as required according to the SLA timeframe.
- Participate in incident response exercises and simulations to test the effectiveness of response procedures and enhance readiness to handle security incidents.
- Communicate escalation and incident response outcomes appropriately to team leader, clients and relevant stakeholders.
Security Tool management and Maintenance:
- Implement strategies to minimise unnecessary alerts and noise within security queues.
- Modify the security tools to reduce the occurrence of false positive alerts.
SOC Strategy:
- Drive SOC strategy by collaborating with the technical lead to develop Proof of Concepts for technologies offering enhanced value.
- Deliver presentations to senior leaders of the group, outlining SOC strategies and recommendations.
Security Awareness and Training:
- Guide and support junior team members in the planning and the implementation of phishing campaigns on a quarterly basis to simulate cyber threats and assess clients' security awareness.
- Analyse phishing campaign outcomes and promptly distribute statistical reports to clients, offering insights into the effectiveness of security awareness efforts.
- Assisting in the development and delivery of security awareness programs.
- Providing training to junior team member to improve team behaviour and work etiquette in customer interactions and feedback.
Client Communication and Support:
- Respond to Tier 2 client inquiries and incidents via email within the specified SLA timeframe, providing timely updates and resolutions.
- Manage escalations from junior team members and provide telephonic and email communication to clients according to SLA timeframe.
Security Investigations:
- Oversee ongoing investigations into past incidents to uncover deeper insights and enhance understanding on previous incidents.
- Lead ongoing market research to identify external trends for internal implementation.
- Guide junior team members in implementing remediation measures to address identified security threats by following established procedures and guidelines.
Auditing and Reporting:
- Manage audits of client environments, guiding junior team members in data collection and vulnerability identification within client environments.
- Create incident reports and communication finding with the clients as required.
- Guide junior team members in resolving discrepancies or mismatches identified during audits.
- Collaborate with team leaders to address shortcomings in audit results presentations.
- Drive improvements in reporting aspects to provide more value to the clients.
Documentation:
- Review documented guides compiled by interns and technicians as first point of review and then share with the Team Leaders to sign off.
- Provide guidance and feedback to interns and technicians to improve documentation quality.
Continuous Learning:
- Stay up-to-date with industry trends and best practices to enhance technical expertise.
- Engage in hands-on learning by shadowing senior Security members.
- Attend CyberLearning sessions on a weekly basis.
- Continuously upskill in the cyber security domain.
Standby:
- Participate in weekly compulsory standby on a rotating basis.
- Serve as second of contact for client inquiries, including handlings tier two escalations.
Onboarding:
- Set up accounts for applications and solutions for clients.
Coaching and Mentoring:
- Support and mentor junior team members in conducting investigations and utilising tools effectively.
- Assign tasks to analysts and interns, delegating responsibilities accordingly.
- Provide leadership and guidance to junior technicians and interns, fostering their professional development.
Project Participation:
- Participate in project initiatives, provide guidance to junior team members, and support in driving projects to successful completion.
Vulnerability Remediation:
- Lead software upgrade initiatives, ensuring all upgrades are conducted efficiently and in compliance with security standards.
- Oversee and execute security configuration changes, ensuring alignment with best practices and organisational policies.
- Advise clients on advanced security measures required for devices.
Script Creation for Automation:
- Lead the creation of complex scripts for PowerShell, Bash, or Terminal to automate critical changes on devices.
- Conduct comprehensive testing of scripts in sandboxes, evaluate their behaviour, and ensure they are safe for deployment while providing guidance to team members.
Vulnerability Research:
- Lead in-depth research on vulnerabilities, assess their potential impact on the environment, and develop and recommend effective mitigation strategies to ensure robust security measures are in place.
KEY REQUIREMENTS:
Required:
- 2-3 years of experience
- National Certificate or equivalent
- Darktrace
- Threat Visualizer Part 1 Familiarization.
- Threat Visualizer Part 2 Investigation.
- Cyber Analyst Part 1 & Part 2.
- Darktrace/ Email Part 1 Familiarization
- Darktrace/ Email Part 2 – Customization
- Qualys
- Vulnerability Management Self-Paced Training.
- Patch Management Self-Paced Training.
- Web Application Scanning Self-Paced Training.
- Cloud Agent Self-Paced Training.
- Qualys API Fundamental Self-Paced Training.
- Qualys Query Language Training
- SC-200
- SC-100
- CySa+
- CASP+
- Ethical hacking related certification
- AZ-500
Beneficial:
- CompTIA S+
- Malware Analysis Certification
- Forensic Certification
- Network Certifications: Network + and/or CCNA
COMPETENCIES:
Technical Competencies & Skills:
- Basic understanding Office 365 Platform.
- Advanced knowledge in network and email security.
- Advanced knowledge of Computer Networks.
- Demonstrate competence in delivering remote support.
- Proficient knowledge of computer hardware components.
- Competent in documenting processes and procedures in relation to SOC operations, services, and tooling.
- Advanced level in Microsoft Word.
- Intermediate level in Microsoft Excel.
- Advanced knowledge of Vulnerability Tools such as Qualys or Nessus.
- Advanced understanding with Ticketing tools such as Autotask or helpdesk software.
- Advanced understanding of RMM tools such as N-central.
- Understanding of Patch Management.
- Python coding (beneficial)
- Exposure to SOAR and playbooks (beneficial)
- Understanding command and control/ understanding how hackers may compromise your system.
- Advanced understanding of SOC tooling, such as Darktrace, MS Sentinel, Qualys, MS Defender, Sentinel 1 etc. (beneficial).
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PURPOSE OF POSITION:
- The Infrastructure Support Technician is pivotal in maintaining the seamless operation of our clients' enterprise IT environments. The role is responsible for providing 1st and 2nd line technical support and troubleshooting for server, networking, and internet-related issues to end-users, ensuring rapid resolution and minimal disruption to business operations.
- The mission of this position is to deliver exceptional technical support, proactively manage IT infrastructure, and implement strategies that enhance system performance, reliability, and security for our clients.
ROLE RESPONSIBILITIES:
Troubleshooting:
- Responding to requests for technical assistance via phone, email, or ticketing system, and providing basic troubleshooting and support to clients on general infrastructure incidents.
- Consult with the Infrastructure Technical Leader to investigate and identify root causes of recurring problems and implement permanent solutions.
- Identifying and resolving common incidents, such as server connectivity problems, DNS issues, or internet connectivity issues.
Infrastructure Support and Management:
- Manage and resolve incidents by adhering to established incident management processes, ensuring timely resolution and minimizing the impact on customer operations.
- Providing first-line Public Cloud support (M365 & Azure) for clients.
- Providing infrastructure support including but not limited to disk space management, firmware upgrades, configuration backups, and SSL certificate renewals.
- Establish the stability, reliability, and security of Network Services (ADDS, DNS, DHCP, NPS), Windows Servers (Physical and Virtual), and Virtualization environments (Microsoft Hyper-V and VMware vSphere)
- Establish the stability, reliability, and security of LAN, WAN and WLAN networks including Perimeter UTM firewall appliances (Fortinet, SonicWall, Sophos)
- Providing first-line back-office support on Backup (Veeam) and/or end-point protection (ESET, SentinelOne and Defender) for clients.
- Escalating complex or unresolved issues to a senior team or vendors and following up on open tickets to ensure timely resolution.
Infrastructure and Security Risks Management:
- Stay informed about infrastructure and configuration best practices to proactively identify and mitigate potential risks, ensuring the stability and integrity of the client's systems and data.
- Stay informed about the latest cybersecurity threats, trends, and best practices to proactively identify and mitigate potential risks, ensuring the security and integrity of the client's systems and data.
Performance Optimisation:
- Assist the Infrastructure Support Engineers with performance analysis of systems to identify areas for optimization and implement strategies to enhance overall efficiency and performance.
- Assist the Infrastructure Support Engineers to identify and analyze potential bottlenecks and vulnerabilities within the system to ensure optimal performance and security.
Incident Response and Planning:
- Assist in reviewing and updating existing incident response plans based on best practices and lessons learned from previous incidents, ensuring they are up-to-date and effective.
- Assist in identifying and escalating major incidents to the appropriate teams for resolution, ensuring that all incidents are logged and tracked according to established procedures.
- Participate in identifying opportunities to automate routine tasks and processes across various operational areas to enhance efficiency and streamline workflows.
Scripting and Automation:
Ways of Working:
- Adhere to internal Key Performance Indicators (KPIs), Operational Level Agreements (OLAs), and external Service Level Agreements (SLAs) by consistently meeting or exceeding established targets for response times, resolution times, and customer satisfaction. This includes monitoring and managing support ticket queues, prioritising issues based on urgency and impact, and ensuring timely follow-up and resolution of client requests.
- Collaborate on detailed documentation of support activities and maintain accurate records of support tickets, including issue descriptions, troubleshooting steps, and resolutions.
- Maintain timeous communication with clients and internal stakeholders (e.g. CSMs & SDMs) to provide updates on the status of support requests and proactively identifying opportunities to improve the support experience.
- Maintain flexibility and availability to support system upgrades, and maintenance activities, work remotely or on-site as needed, and travel occasionally to client sites or attend training and meetings.
- Participation in the after-hours standby roster to provide support for Cyberlogic 24/7 clients.
Cross Team Collaboration:
- Participating in team meetings and training sessions to sharing knowledge and best practices with team members to enhance overall team capabilities and to stay up to date on new technologies.
- Assisting as a project resource when needed, including providing support for system upgrades, migrations, and other projects related to IT infrastructure.
Continuous Learning and Development:
- Participate in ongoing training and development opportunities to enhance skills and knowledge relevant to the role.
- Setting and reviewing personal development goals to ensure continuous improvement and growth.
EDUCATION & WORK EXPERIENCE:
Essential Qualifications:
- Microsoft AZ-800: Administering Windows Server Hybrid Core Infrastructure
- Microsoft AZ-801: Configuring Windows Server Hybrid Advanced Services
- CompTIA A+
- CompTIA Network+
- Fortinet Certified Fundamentals (FCF) in Cybersecurity certification
- Fortinet Certified Associate (FCA) in Cybersecurity certification
- Fortinet Certified Professional (FCP) - FortiGate Administrator
- Mimecast Email Security, Cloud Gateway Fundamentals Level 1 Certification
Beneficial Qualifications:
- Fortinet Certified Professional (FCP) - FortiManager Administrator
- MS-102: Microsoft 365 Administrator
- MD-102: Endpoint Administrator
- AZ-104: Microsoft Azure Administrator.
- Mimecast : Email Security, Cloud Gateway Advanced Level 2 Certification
- Previous Microsoft MCSE/MCSA traditional on-premises infrastructure qualifications), or equivalent industry experience.
- · A bachelor's degree or diploma in a relevant field, such as computer science, information technology, or equivalent industry experience.
Experience:
- 3-5 years of experience in technical support, preferably in a managed services or enterprise IT environment with a focus on infrastructure support.
- Microsoft MCSE/MCSA traditional on-premises infrastructure qualifications, or equivalent industry experience would be beneficial.
TECHNICAL COMPETENCIES & SKILLS:
- Intermediate knowledge and experience with supporting Dell PowerEdge servers including the Windows Server operating system
- Intermediate knowledge and experience with network services, including Active Directory, DNS, DHCP and RADIUS
- Intermediate knowledge and experience with supporting firewall networking appliances such as FortiGate, Sonicwall and Sophos.
- Intermediate knowledge and experience with supporting network switch appliances such as HP Procurve and Aruba
- Intermediate knowledge and experience with supporting wireless networking appliances such as Ubiquity Unifi and Aruba
- Intermediate knowledge and experience of virtualization technologies, such as Windows Server Hyper-V and Windows Failover Clustering.
BEHAVIOURAL COMPETENCIES:
- Practical Intelligence
- Risk Management
- Goal Orientation
- Commercial Awareness
- Judgement
- Collaboration & Teamwork
- Tenacity
- Growth-Mindset
go to method of application »
PURPOSE OF POSITION:
- The Infrastructure Support Technician is pivotal in maintaining the seamless operation of our clients' enterprise IT environments. The role is responsible for providing 1st and 2nd line technical support and troubleshooting for server, networking, and internet-related issues to end-users, ensuring rapid resolution and minimal disruption to business operations.
- The mission of this position is to deliver exceptional technical support, proactively manage IT infrastructure, and implement strategies that enhance system performance, reliability, and security for our clients.
ROLE RESPONSIBILITIES:
Troubleshooting:
- Responding to requests for technical assistance via phone, email, or ticketing system, and providing basic troubleshooting and support to clients on general infrastructure incidents.
- Consult with the Infrastructure Technical Leader to investigate and identify root causes of recurring problems and implement permanent solutions.
- Identifying and resolving common incidents, such as server connectivity problems, DNS issues, or internet connectivity issues.
Infrastructure Support and Management:
- Manage and resolve incidents by adhering to established incident management processes, ensuring timely resolution and minimizing the impact on customer operations.
- Providing first-line Public Cloud support (M365 & Azure) for clients.
- Providing infrastructure support including but not limited to disk space management, firmware upgrades, configuration backups, and SSL certificate renewals.
- Establish the stability, reliability, and security of Network Services (ADDS, DNS, DHCP, NPS), Windows Servers (Physical and Virtual), and Virtualization environments (Microsoft Hyper-V and VMware vSphere)
- Establish the stability, reliability, and security of LAN, WAN and WLAN networks including Perimeter UTM firewall appliances (Fortinet, SonicWall, Sophos)
- Providing first-line back-office support on Backup (Veeam) and/or end-point protection (ESET, SentinelOne and Defender) for clients.
- Escalating complex or unresolved issues to a senior team or vendors and following up on open tickets to ensure timely resolution.
Infrastructure and Security Risks Management:
- Stay informed about infrastructure and configuration best practices to proactively identify and mitigate potential risks, ensuring the stability and integrity of the client's systems and data.
- Stay informed about the latest cybersecurity threats, trends, and best practices to proactively identify and mitigate potential risks, ensuring the security and integrity of the client's systems and data.
Performance Optimisation:
- Assist the Infrastructure Support Engineers with performance analysis of systems to identify areas for optimization and implement strategies to enhance overall efficiency and performance.
- Assist the Infrastructure Support Engineers to identify and analyze potential bottlenecks and vulnerabilities within the system to ensure optimal performance and security.
Incident Response and Planning:
- Assist in reviewing and updating existing incident response plans based on best practices and lessons learned from previous incidents, ensuring they are up-to-date and effective.
- Assist in identifying and escalating major incidents to the appropriate teams for resolution, ensuring that all incidents are logged and tracked according to established procedures.
- Participate in identifying opportunities to automate routine tasks and processes across various operational areas to enhance efficiency and streamline workflows.
Scripting and Automation:
Ways of Working:
- Adhere to internal Key Performance Indicators (KPIs), Operational Level Agreements (OLAs), and external Service Level Agreements (SLAs) by consistently meeting or exceeding established targets for response times, resolution times, and customer satisfaction. This includes monitoring and managing support ticket queues, prioritising issues based on urgency and impact, and ensuring timely follow-up and resolution of client requests.
- Collaborate on detailed documentation of support activities and maintain accurate records of support tickets, including issue descriptions, troubleshooting steps, and resolutions.
- Maintain timeous communication with clients and internal stakeholders (e.g. CSMs & SDMs) to provide updates on the status of support requests and proactively identifying opportunities to improve the support experience.
- Maintain flexibility and availability to support system upgrades, and maintenance activities, work remotely or on-site as needed, and travel occasionally to client sites or attend training and meetings.
- Participation in the after-hours standby roster to provide support for Cyberlogic 24/7 clients.
Cross Team Collaboration:
- Participating in team meetings and training sessions to sharing knowledge and best practices with team members to enhance overall team capabilities and to stay up to date on new technologies.
- Assisting as a project resource when needed, including providing support for system upgrades, migrations, and other projects related to IT infrastructure.
Continuous Learning and Development:
- Participate in ongoing training and development opportunities to enhance skills and knowledge relevant to the role.
- Setting and reviewing personal development goals to ensure continuous improvement and growth.
EDUCATION & WORK EXPERIENCE:
Essential Qualifications:
- Microsoft AZ-800: Administering Windows Server Hybrid Core Infrastructure
- Microsoft AZ-801: Configuring Windows Server Hybrid Advanced Services
- CompTIA A+
- CompTIA Network+
- Fortinet Certified Fundamentals (FCF) in Cybersecurity certification
- Fortinet Certified Associate (FCA) in Cybersecurity certification
- Fortinet Certified Professional (FCP) - FortiGate Administrator
- Mimecast Email Security, Cloud Gateway Fundamentals Level 1 Certification
Beneficial Qualifications:
- Fortinet Certified Professional (FCP) - FortiManager Administrator
- MS-102: Microsoft 365 Administrator
- MD-102: Endpoint Administrator
- AZ-104: Microsoft Azure Administrator.
- Mimecast : Email Security, Cloud Gateway Advanced Level 2 Certification
- Previous Microsoft MCSE/MCSA traditional on-premises infrastructure qualifications), or equivalent industry experience.
- · A bachelor's degree or diploma in a relevant field, such as computer science, information technology, or equivalent industry experience.
Experience:
- 3-5 years of experience in technical support, preferably in a managed services or enterprise IT environment with a focus on infrastructure support.
- Microsoft MCSE/MCSA traditional on-premises infrastructure qualifications, or equivalent industry experience would be beneficial.
TECHNICAL COMPETENCIES & SKILLS:
- Intermediate knowledge and experience with supporting Dell PowerEdge servers including the Windows Server operating system
- Intermediate knowledge and experience with network services, including Active Directory, DNS, DHCP and RADIUS
- Intermediate knowledge and experience with supporting firewall networking appliances such as FortiGate, Sonicwall and Sophos.
- Intermediate knowledge and experience with supporting network switch appliances such as HP Procurve and Aruba
- Intermediate knowledge and experience with supporting wireless networking appliances such as Ubiquity Unifi and Aruba
- Intermediate knowledge and experience of virtualization technologies, such as Windows Server Hyper-V and Windows Failover Clustering.
BEHAVIOURAL COMPETENCIES:
- Practical Intelligence
- Risk Management
- Goal Orientation
- Commercial Awareness
- Judgement
- Collaboration & Teamwork
- Tenacity
- Growth-Mindset
Method of Application
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