Fenix24 is an industry-leading cyber disaster recovery and restoration company. Battling threat actors as The World’s First Civilian Cybersecurity Force, Fenix24 delivers cybersecurity services through its four battalions: Fenix24 for ransomware recovery and restoration; Athena7 for IT security assessments, strategy and planning; Grypho5 for ongoing security-based management; and Argos99 for expert insights into data, assets and infrastructure. Under its Securitas Summa program, Fenix24 ensures organizations are prepared to effectively resist and rapidly recover from a cyberattack, offering a combination of managed data and infrastructure protection, real-time threat intelligence, and ongoing hardening and breach resistance.
Grypho5 is a “battalion” within Chattanooga, Tennessee-based Fenix24 — The World’s First Civilian Cybersecurity Force. Grypho5 specializes in comprehensive, security-based managed solutions using real-time, proprietary threat intelligence to ensure an organization’s defenses are prepared to effectively resist and rapidly recover from a cyberattack.

PREFERRED SKILLS

• Familiarity of Remote Maintenance and Management (RMM) and associated tools such as Auvik, N-central, and IT Glue
• Familiarity with ConnectWise Manage/PSA or similar ticketing system
• Basic understanding of operating systems (Windows, Linux, MacOS)
• Knowledge of networking fundamentals (TCP/IP, DNS, VPNs, firewalls)
• Knowledge of software and update automation techniques using N-central automation policies and patch management algorithms
• Knowledge of incident response tools such as eSentire, CrowdStrike, and Arctic Wolf
• Familiarity with cybersecurity concepts, including malware detection, endpoint security, and threat mitigation
• Exceptional verbal and written communication skills with the ability to explain technical concepts to non-technical users utilizing a patient and empathetic approach
• Analytical mindset with a passion for troubleshooting and resolving technical issues
• Experience working in an industry that requires adhering to legal standards regarding how data is utilized (such as education, government, medical, or legal fields)

QUALIFICATIONS

• Associate or bachelor’s degree in computer science, information technology, cybersecurity, or a related field (or equivalent experience)
• CompTIA Security+ or other relevant certifications
• One-to-three years of experience utilizing monitoring programs for endpoints, servers, network infrastructure, storage, and applications in a large enterprise or managed services provider
• Experience in large-scale service delivery in a managed services environment

• Provide basic technical assistance to clients via tickets and/or phone to help them troubleshoot and resolve issues with our cybersecurity products
• Diagnose and analyze technical security problems, including system performance, connectivity, and configuration
• Develop an understanding of our security solutions to effectively analyze data and guide customers
• Accurately log and track client interactions and document issues in the ticketing system
• Meet our regular cadence for client communications
• Collaborate with engineering and product management teams to report bugs, suggest improvements, and enhance overall maintenance performance
• Respond rapidly to security alerts, both during the working day and as part of our On-Call rotation
• Escalate complex cases to higher-tier support or engineering teams when necessary
• Maintain operational awareness of client environments
• Stay up to date on cybersecurity trends, vulnerabilities, and new threats to continuously improve troubleshooting skills