Reporting line
Operations
Who is Talion
Talion is a Managed Security Services Provider forged from BAE Systems and brought into the market through a management buyout at the start of 2020. Talion delivers a full end to end service for organisations from large scale enterprise to the SME market.
Talion have a Security Operations Centre based in Leeds, Yorkshire and offer a number of complementary managed security services including MDR, Threat Intelligence, Incident Response, Penetration Testing, SOAR Development, and vulnerability management services from our offices in Leeds, Farnborough and Kuala Lumpur.
Whilst a new name in this market space, we are not a new business in this area with over 8 years’ experience and a background in supporting and securing our customers globally.
Role Description
At Talion, we provide a leading cyber security service to our customers. We rely upon our Service Support Analysts to provide technical support to our users and customers, providing a contact that is professional, courteous and delivers confidence in Talion and its ability to service our customer’s needs.
Specifically, we are searching for someone who brings fresh ideas, and enjoys collaborating with cross-functional teams to support real-world solutions and provide positive user experiences with every interaction. The ideal candidate would have relevant support experience with O365 products and a desire to learn new technologies and develop in their role.
Responsibilities
As a Service Support Analyst, you will be part of a dynamic team of professionals based in Kuala Lumpur providing 1st and 2nd line support for our services. Your core responsibilities would include but not limited to:
Objectives of this Role
- Provide support and maintenance to our end users and their applications and equipment
- Be the initial point of contact for customers facing technical challenges
- Work with our engineering teams to deliver the efficient and effective operation of the technology platforms that underpin our services
- Work within ITIL aligned-processes –Incident, Request, Problem and Change Management
- Undertake continuous service improvement reviews and feed these back to the Head of Support
- Strong communication skills are essential, ensuring that stakeholders are well-informed and understand the impact of current issues
Desirable skills and qualifications
- Azure and O365 experience
- Basic Linux Experience
- ITIL v3 or V4 certification to at least foundation level an advantage
- Exposure to ITSM toolset (ideally Servicenow)
- Microsoft Endpoint Manager (Intune) experience an advantage
