Technology Service Desk Engineer

Quorum Cyber Edinburgh, United Kingdom ICT and Information Systems Hybrid

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At Quorum Cyber, we're on a mission to help good people win.

Founded in Edinburgh in 2016, we're one of the fastest growing cyber security companies in the UK and North America, serving over 400 customers on four continents.

We protect organisations against the rising threat of cyber-attacks, enabling them to thrive in an increasingly unpredictable and inhospitable digital landscape.

As a Microsoft-only security house, a Microsoft Solutions Partner for Security, a member of the Microsoft Intelligent Security Association (MISA), and winner of the Microsoft Security MSSP of the Year 2025 award, we offer a unified security ecosystem comprised of innovative services, all delivered through our customer platform, Clarity.

In September 2024, Quorum Cyber acquired Canada-based, Microsoft Solutions Partner for Security, Difenda. This was closely followed in December 2024 by the acquisition of US-based, Kivu Consulting, a global cyber security firm with world-leading incident response capabilities.

Technical Support & Incident Management

• Provide first-line technical support via phone, email, and ticketing systems for hardware, software, and network issues
• Triage and prioritise incoming support requests based on business impact and urgency
• Diagnose and resolve technical problems or escalate complex issues to appropriate specialist teams
• Maintain detailed incident records and ensure timely communication with end users

System Administration & Maintenance

• Perform routine maintenance tasks on servers, workstations, and network infrastructure
• Manage user accounts, permissions, and access rights across various systems and applications
• Deploy and configure new hardware and software according to company standards
• Monitor system performance and proactively identify potential issues before they impact operations

Security & Compliance

• Ensure all support activities comply with cybersecurity best practices and industry standards
• Assist with security incident response when required, following established protocols
• Maintain strict confidentiality of sensitive client and company information
• Support compliance audits and security assessments as needed

Documentation & Process Improvement

• Create and maintain technical documentation, knowledge base articles, and user guides
• Contribute to the development and refinement of IT policies and procedures
• Participate in continuous improvement initiatives to enhance service delivery
• Provide feedback on recurring issues to help prevent future incidents

Technical Skills

• Strong knowledge of Windows and Mac operating systems, including troubleshooting and administration
• Proficiency with Microsoft Office 365, Active Directory, and cloud-based services
• Understanding of network fundamentals including TCP/IP, DNS, DHCP, and VPN technologies
• Experience with ticketing systems (Jira Service Management, or similar)
• Familiarity with cybersecurity tools and concepts including firewalls, antivirus, and endpoint protection
• Basic scripting knowledge (Power Shell, Python, or Bash) for automation tasks

Soft Skills

• Excellent communication skills with ability to explain technical concepts to non-technical users
• Strong problem-solving abilities and logical troubleshooting approach
• Customer service orientation with patience and empathy when dealing with frustrated users
• Ability to work effectively under pressure and manage multiple priorities simultaneously
• Detail-oriented with strong organisational skills and ability to maintain accurate records

Industry Knowledge

• Understanding of ITIL framework and IT service management best practices
• Knowledge of cybersecurity principles and common threats
• Awareness of data protection regulations (GDPR, ISO 27001) and compliance requirements
• Familiarity with business continuity and disaster recovery concepts

Desirable Qualifications

• Industry certifications such as CompTIA A+, Network+, Security+, or Microsoft certifications
• Experience in a cybersecurity or professional services environment
• ITIL Foundation certification or willingness to obtain