Overview

The IT Security Technician/SOC analyst is responsible for first level monitoring and maintaining the security tools that are used to secure our clients. The person will be responsible for generating and responding to tickets from our SIEM tools and escalating when appropriate to Engineers or vCTO’s. Qualified candidates should have exposure to network security assets (Firewalls/AV/IPS/SIEM). They will need excellent documenting skills as well as strong Interpersonal skills. 

Responsibilities

Essential Duties and Responsibilities:

• Act as the single point of contact to the customer with the client for security related events
• Troubleshooting security and network problems
• Responding to all system and/or network security incidents
• Working as part of a team with similarly tasked Engineers and Analysts in a diverse, engaging,
• supportive and respectful manner
• Coordination of tickets between multiple teams to ensure completion
• Communication with customers as required: keeping them informed of incident progress, notifying them of impending changes or agreed outages
• Pre-process service requests as they arrive through email, manual entry, or direct customer input
• Schedule internal Vulnerability Scans though our SIEM tool
• Monitor service requests to ensure prompt action and completion
• Quick Fixes on first calls IE (updates, patching, documentation) 

Additional Duties and Responsibilities:

• Ensure Client has all appropriate agents running
• Fast turnaround of service requests
• Ability to work in a team and communicate effectively
• Track tickets as it routes through other teams
• Escalate service requests to appropriate resources
• Generate reports from different data sources – create tickets when appropriate
• Understand processes in ConnectWise by completing assigned training materials and blueprints on the ConnectWise University
• Enter all work as service tickets into ConnectWise
• Track declined service from client requests

Qualifications

• 3 plus years experience with technology infrastructures which include but are not limited to Firewalls, VPN, Data Loss Prevention, IDS/IPS, Web-Proxy, WAF, Anti DDoS and Security Audits.
• Bachelor’s degree preferred but not required 
• Monitoring and experience with hands on resolution of security alerts
• Completion of Security related certification ( Security , GISF or GSEC)
• Computer and operating system knowledge
• Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
• Ability to multi-task, adapt to changes quickly and handle heavy ticket volumes
• Technical awareness: ability to match resources to technical issues appropriately
• Service awareness of all organization’s key IT services for which support is being provided
• Understanding of support tools, techniques, and how technology is used to provide IT services
• Typing skills to ensure quick and accurate entry of service request details
• Self-motivated with the ability to work independently in a fast moving environment
• Top candidates will be comfortable working with a variety of technologies, large scale security problems and troubleshooting of the network.
• Understanding of the latest security principles, techniques, and protocols