Endpoint Support Agent

Type: Volunteer

Hours:  Four hours per week for 42 weeks of the year delivered over a minimum of two days a week.

Reporting line: IT Manager

Location: This is a remote working role

The Cyber Helpline

The Cyber Helpline is a fast-growth not-for-profit organisation supporting victims of cybercrime and online malicious behaviour. Our vision is ‘A world where the cyber criminals don’t win and our mission is to ‘ensure all individuals in the UK have immediate, free access to cyber expertise when they need it’.

Role Summary

As an Endpoint Support Agent, your primary role will be to ensure a seamless and secure onboarding and offboarding experience for volunteers and staff at The Cyber Helpline. You will support users to install and configure endpoint protection across a variety of devices including Mac, Windows, Linux, as well as Android and iOS mobile phones and tablets. You will have the opportunity to work with SentinelOne and Lookout endpoint protection solutions. You will work closely with users and the HR team to coordinate installation schedules, guide users through the process, and provide technical support as needed. 

Your efforts will directly contribute to the charity’s security posture by safeguarding endpoints across the charity.

Key Responsibilities

The Endpoint Support Agent will be responsible for the following:  

  • Collaborating with HR and IT to onboard and offboard new users by installing/uninstalling SentinelOne or Lookout on their Mac, Windows, Linux, and mobile devices (Android and iOS) or vetting alternatives where applicable.

  • Providing assistance to users during the installation process, troubleshooting issues across different operating systems and device types to ensure successful deployment.

  • Customising endpoint protection settings according to company policies and user requirements, ensuring optimal security across all supported platforms without disrupting user productivity.

  • Maintaining detailed records of installations, user interactions, and any issues encountered or resolved across different device types.

  • Educating users on the importance of endpoint security and providing advice on using the installed software effectively.

  • Supporting users to onboard and offboard devices as their devices change.

  • Ongoing monitoring of endpoint protection on devices to ensure that the correct permissions remain in place and ensuring alternative solutions are up to date where they are used.

  • Developing and maintaining processes in managing and supporting security solutions on Mac, Windows, Linux, Android, and iOS platforms.

  • Acting as the key point of contact for questions regarding endpoint security.

Person Specification

Essential

  • A passion for our mission

  • Previous experience in IT support

  • Familiarity with SentinelOne, Lookout, or similar endpoint protection solutions. 

  • Proficiency in troubleshooting software installations and configurations on a variety of devices.

  • Ability to provide support across platforms (Mac, Windows, Linux, Android and iOS)

  • Excellent written and verbal communication skills, with the ability to explain technical concepts to non-technical users and a focus on patience and clarity.

  • Strong organisational and time management skills.

Preferred, but not necessary

  • Previous experience in endpoint and mobile device management across multiple platforms.

  • Relevant certifications in IT support or endpoint security.

  • An interest in working on further projects on an ad-hoc basis as required by The Cyber Helpline