Technical Specialist

Title: Technical Specialist | Security Focused Service Desk Analyst

Location: Leeds (Office Based)

Company: Falx Group

Falx Group is looking for a motivated and Security Focused Service Desk Analyst to join our team in Leeds. We are committed to a security-first culture, and this role is the key operational bridge between 1st Line resolution and specialist 3rd Line engineering. This position offers significant exposure to project based consulting and infrastructure work, ensuring a diverse and engaging workload that goes beyond purely reactive and proactive support. We invest heavily in training, certification, and ongoing development for every team member.

About the Role

You will serve as the primary technical escalation point for complex IT incidents while also acting as a first responder to security alerts. This role moves beyond purely reactive support, offering significant exposure to security focused remediation projects and consulting work, ensuring a diverse and engaging workload.

What You Will Do

• Act as the primary escalation point for complex technical issues that the 1st Line team cannot resolve, taking full ownership from initial triage to resolution.
• Serve as a Security First Responder, conducting initial triage, analysis, and escalation of potential threats and vulnerabilities for rapid containment.
• Manage and resolve Service Desk tickets within agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Actively participate in consulting engagements and remediation projects, contributing technical expertise to client solutions.
• Perform routine administration, maintenance, and monitoring focused on enhancing the reliability and security posture of client IT environments.
• Collaborate with 1st Line and 3rd Line teams to uphold standards and share knowledge to upskill team members.
• Create and maintain high-quality technical documentation and knowledge base articles for both the Service Desk and client solutions.

What You'll Bring

• Demonstrated experience (through roles, certifications, or personal projects) in one or more technical cyber security domains (e.g., threat analysis, vulnerability management, secure configuration, incident response).
• Proven experience in a technical 2nd Line/Escalation role, ideally within an MSP/SLA environment.
• Excellent analytical and problem-solving abilities with a methodical approach to troubleshooting complex technical and security-related issues.
• Expertise in Active Directory/Entra ID administration and troubleshooting.
• Experience with Endpoint Detection and Response (EDR) solutions and exposure to SIEM/Log Management platforms (e.g., Sentinel, Splunk).
• Knowledge of Networking (TCP/IP, DNS, DHCP, etc.), Basic Network Security (firewall rules, VPNs), and familiarity with cloud security fundamentals (Google Cloud/AWS/Azure).

Your Career Pathway

This role provides a clear progression route into specialist technical teams, specifically our Infrastructure & Cloud Engineering teams. You will have a clear path for progression into specialist infrastructure roles, such as 3rd Line Infrastructure Engineer or Cloud Consultant, supported by:

• Dedicated mentorship from our senior team.
• Dedicated training and bespoke certification pathways.
• Structured career progression planning.

Why Join Us

• Direct pathway into cyber security and advanced technical roles
• Investment in your professional development from day one
• A culture centred on learning, ownership, and technical excellence
• Private healthcare
• Fully funded training and conference time
• Certifications allowance
• Additional day annual leave on Birthday and voucher
• Employee benefits portal

About Falx Group

Falx is a modern technical consultancy based in England, working with clients in the UK and internationally. We combine deep engineering capability with specialist cyber security expertise, helping organisations align their technology decisions with real business outcomes. We work with a range of clients, including fintechs, financial services firms, and global enterprises.

We operate as a high-performance, cloud-native team where autonomy, ownership, and continuous learning are expected and supported. Every person at Falx has a clear pathway to grow into advanced technical and security roles.

Job Type: Full-time

Pay: £30,000.00-£35,000.00 per year

Benefits:

• Additional leave
• Company events
• Company pension
• Employee discount
• Private medical insurance
• Sick pay

Application question(s):

• How many full years of experience do you have working in a structured service environment that utilises Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)?
• Do you have prior professional exposure to, or experience using, RMM and other management platforms within a service provider or consultancy?
• Have you been required to provide hands-on technical support for any minor technology projects in your previous roles?
• What is your salary expectation?

Work Location: In person