Cyber Security Managed Services Engineer

- Respond to automated ticket alerts, both critical and non-critical - Monitor and manage tickets within the ticketing system for client requests - Acknowledge and respond to tickets in line with Managed Services SLA - Review monthly client reports and provide resolution solutions based on findings - Escalate tickets to internal departments and clients IT teams as necessary - Carry out proactive maintenance tasks, including upgrades to switches, firewalls, routers, and server patches - Provide remote support for applications and hardware including switches, routers, firewalls, servers, and storage - Monitor and assess customer networks, systems, backups, and security devices - Address security incidents, conducting root cause analysis and remediation - Perform vulnerability assessments and apply necessary patches or mitigations - Strengthen security measures for the Microsoft 365 Environment - Collaborate with the customers primary field engineer for required tasks - Occasionally manage internal projects within the department - Contribute to and enhance internal process and system documentation - Adhere to departmental and client-specific policies and procedures - Conduct training sessions for customers or colleagues in formal and informal settings - Maintain documentation related to customer technical information, covering procedures, servers, applications, infrastructure, and remote support instructions - Participate in an on-call rotation for after-hours and weekend support (additional compensation) - Complete additional duties as assigned