Security Support Specialist - TRM

• •Own frontline Security & IT support operations
• •Handle incoming requests through our internal support channels and ticketing system, triaging, prioritizing, and resolving issues across accounts, applications, and endpoints while maintaining agreed response and resolution targets.
• •Deliver a smooth employee lifecycle experience
• •Execute and refine phases of employee onboarding/offboarding to ensure new hires, contractors, and leavers are correctly set up or deprovisioned across accounts, devices, and core tools, in partnership with People, Finance, and Security.
• •Provide reliable identity, access, and SaaS support
• •Serve as a primary point of contact for access requests, account troubleshooting, and sign‑in issues across our identity platform(s), productivity suite, collaboration tools, and key business applications.
• •Resolve endpoint and client‑side issues
• •Support employees with day‑to‑day device and client software problems (e.g., sign‑in failures, performance issues, management agent errors), ensuring corporate security controls remain in place.
• •Coordinate structured escalations
• •When issues require deeper engineering, security, or vendor involvement, gather clear technical context, initiate an escalation to the appropriate owner, and track it through to closure while keeping stakeholders informed.
• •Improve support processes over time
• •Identify patterns in recurring requests or failure modes, and work with the team to update documentation, refine workflows, and reduce operational toil.

• •A culture built on mutual respect, where everyone's opinion is valued and heard.
• •Flexibility and efficiency, always seeking smarter ways to work without compromising quality.
• •Transparency in operations, focusing on clearly communicating and addressing cyber risks.
• •A collaborative approach to mitigate risks and align efforts with business goals.
• •A high velocity, high ownership team that expects clarity, follow-through, and impact.
• •Opportunities for personal growth and contribution in building a safer world.

Must have

• •Service desk or IT support background
• •Proven experience in a technical support, helpdesk, or IT operations role where you were responsible for answering user requests, managing a ticket queue, and meeting SLAs in a dynamic environment.
• •Clear and structured communication
• •Ability to explain technical topics to non‑technical colleagues, write concise updates in tickets, and keep stakeholders informed about progress and next steps.
• •Identity and access management fundamentals
• •Familiarity with core concepts such as single sign‑on, multi‑factor authentication, group/role‑based access control, and account lifecycle events (creation, modification, suspension, deprovisioning).
• •SaaS‑based workplace familiarity
• •Experience supporting users in a predominantly cloud/SaaS environment, including a mix of Identity Providers, Productivity suites, Collaboration tools, Line‑of‑business applications (CRM, finance, HR, or similar platforms).
• •Operational rigor and ownership
• •Habit of accurately documenting your work, closing the loop on open issues, and proactively following up on items that are blocked or waiting on others.

Nice to have

• •A long history of providing excellent customer service.
• •Ability to distill a technical topic down for a wide audience.
• •Interest in reducing repeated manual work through better processes, templates, and lightweight automation.
• •Awareness of compliance frameworks such as SOC2, ISO 27001, UK Cyber Essentials.
• •Foundational networking knowledge (e.g. TCP/IP, firewalls, VPNs).