L2 Cybersecurity Technical Support

Noon Dalton invites all its employees to embrace our core values, living them every day, in every aspect of their role.

Empathy

At Noon Dalton, being empathetic means being patient and understanding, both with Clients and with each other. We don’t make businesses conform to our requirements. We understand what they need and do our best to help them.

Simplification

We’re not looking for artificial simplicity : things that look simple but aren’t well-thought-out. We strip down our processes until all that remains is useful and essential. We remove complications and complexity for both our customers and our employees.

Continuous Improvement

We are always looking for ways to improve, both professionally and personally. Whether that means taking part in accent neutralization training, trying to better our public speaking, or evaluating our daily processes to see how we can do them faster and easier.

Job Description

Provide First and Second-Level Technical Support : Assist MSP partners and end customers with both basic and advanced network security issues.

Troubleshoot and Resolve Issues : Address complex issues related to cloud-based and endpoint security products (macOS, Windows, iOS, Android).

Respond to Support Requests : Manage support tickets, phone calls, Slack messages, and remote sessions.

Document Support Actions : Capture detailed issue information in the ticketing system and maintain comprehensive documentation of support actions and resolutions.

Identify and Escalate Issues : Identify and escalate complex issues to L3 support or appropriate teams.

Develop Knowledge Base Articles : Contribute to the development and updating of knowledge base articles and training materials.

Stay Current on Cybersecurity : Stay informed about the latest cybersecurity threats and best practices.

Track and Report KPIs : Monitor and report on key performance indicators (KPIs) related to support activities.

Qualifications

Minimum of 5 years of experience in technical support, with an emphasis on customer satisfaction and problem-solving.

Experience with network security solutions and cloud technologies.

Bachelor’s degree in IT, Computer Science, or a related field.

Efficient Planning & Prioritization.

Organized Execution & Composed Problem-Solving.

Effective Communication & Stakeholder Engagement.

Resource Management & Delegation.

Informed Decision-Making & Commitment.

Exceptional Verbal & Written Communication.

Experience with virtualization technologies and cloud providers (AWS, GCP, Azure).

Experience with network protocols including FTP / SFTP, SMTP, and SNMP.

Knowledge base development and training creation experience.

Industry certifications (e.g., CompTIA Security+, CCNA, CISSP) are preferred.

Other perks / incentives

HMO month 1

Monthly performance bonus after regularization

Engagement activities

Annual appraisal

12 Days Leaves Annually

US or UK Bank Holidays (depending on account)

Birthday incentives

Fun working environment