Job Description

Primary Function:

To act as a technical point of escalation within the TechOps team, whilst providing mentoring to team members around products, services, and methodologies.

Main Tasks:

- Monitor the helpdesk system to ensure tickets are being dealt with.

- Ensure tickets are being kept up to date with the latest progress and relevant information, including the closure of resolved tickets.

- Primarily deal with the P1 and P2 issues that are raised by our customers or automated monitoring systems.

- Ensure root cause analysis is being performed on P1 tickets.

- Assist other team members with customer tickets as and when required.

- Act as a point of contact for technical customer escalations and being an active participant of the escalation on-call rota.

- Maintaining skills set across multiple vendors via official training and self-managed learning.

- Mentoring team members on products within your area of expertise.

- Maintaining constant feedback with the TechOps Team Leader regarding issues and successes.

- Project delivery process including planning, timescales, customer communication using industry standard tools.

- Engages and participates in SecOps and Professional Services tasks

- Confidently creates, and adheres to, Standard Operating Procedures with an eye for continuous improvement

Personal Qualities:

- A drive for technical excellence with a desire to understand technology.

- A nurturing attitude and desire to impart knowledge.

- A customer focused attitude.

- A confident outgoing personality, that can lead from the front to present accurate facts, security disciplines or best practices to the customer even when faced with pushback.

- The ability to represent SEP2 in an approachable but firm manner ensuring we deliver the correct solution for our customer.

- Time management and planning will be a key to success.

- Prioritising the creation of documentation, planning meetings, planning lab and/or build time in and around multiple projects.

- Thinking outside the box is key in being able to deliver a project. Thinking on your feet to deliver options and alternatives will ensure that there are no roadblocks in the way that cannot be overcome in a timely manner.

Qualifications & Experience:

- 5 years of experience in a technical support role.

- Qualified to CCSM Elite standard

- High level of technical expertise in multiple areas.

- Proven track record of mentoring team members.

- Experience in writing customer facing documents, such as proposals, statements of works, High/Low Level Designs, etc.

History:

Cyber Security Specialists, SEP2 is an organisation providing advanced cyber security services solutions and tech-driven services powered by passionate and honest people.

SEP2 started out in Leeds as an organisation built to add value and do business the right way. We've grown, we've developed, and we've evolved, we've taken on experts to expand our knowledge base and technical skills, building a portfolio of accreditations and we've developed important relationships with our vendors.

SEP2 are an award-winning cyber-security specialist, whose success is built on five values:

- Honesty

- Passion

- Tech Driven

- People Powered

- Committed to Doing Good

Every SEP2 colleague lives these values every day. We have a culture of passionate people who work as a team that will never leave a job incomplete. We believe in giving every member of our team responsibility. We nurture the desire to solve problems at the root cause. We encourage continuous improvement.

We're here to beat the bad guys and we're here for the long-term.

Job Types: Full-time, Permanent

Benefits:

Casual dress Company events Company pension Cycle to work scheme Health & wellbeing programme Work from home
Work Location: Hybrid remote in Leeds LS1 2TE

Reference ID: PNSEJuly2025