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Entry Level Operations Support

Location: Albany, NY, United States
Job # 11672907
Your primary focus will be to learn and apply standard procedures for monitoring and alerting via the ticketing system of Customer data stored on the cloud hosted security operations platform. 
 
RESPONSIBILITIES
  • Under the direction of the Global Operations Manager, maintain a dedicated monitoring environment by supporting system and software installation, including third party products
  • Learn, document and continually enforce system and monitoring standards for the United States based cloud hosted Intrusion Detection System
  • Work a designated shift to support the 24x7x365 telephone availability required to monitor and alert on forensic and malware analysis related to the identified security event(s)
  • Collect sensor event activity via 24x7x365 monitoring, management, and alerting services
  • Escalate and notify via email, a ticket in the Project Management software, a phone call, and/or a text of security events/malicious activity, as directed
  • Protect organization's value by keeping information confidential.
  • Maintain secure physical location by adhering to established policies and procedures for access to the Global Operations Center
  • Accomplish organization goals by accepting ownership for accomplishing new and different requests; explore opportunities to add value to job accomplishments.
  • Process Customer Care tickets and assign internal resources to respond and resolve external networking and email issues for Customers, as assigned.
  • The Engineer will download and summarize the device log data gathered by the Security collection device and transported to the software on a cloud hosted security operations platform. The data is parsed, normalized, correlated, and prioritized. The security events are categorized based on the severity level.
  • The Engineer will apply monitoring protocols based on Customer defined scope, perform additional analysis to determine whether the event is a false positive, and will provide Customer with a description of the event and any contextual information.
  • Willing to work evenings and weekends and travel periodically to customer locations and industry events
  • Excellent analytical, verbal, organizational, presentation, and customer service skills
 
QUALIFICATIONS
  • Ability to work individually and as part of a team in a round-the-clock (24/7) operational environment
  • Dependable and punctual – must show up on time and actively participate as work schedule dictates
  • Strong individual performance traits showing responsiveness, patience, and professionalism when dealing with system-generated and customer prompted alerts and questions
  • Familiarity with network and security technologies, including FireEye, Cisco, Juniper, etc.
  • Basic knowledge of process development, key performance indicators, “KPI” tracking and reporting
  • Aptitude and desire to learn network and security services in a controlled environment
 
EDUCATION
  • High School diploma and entry level college courses in Computer Science, Computer Engineering, or related field
  • 1 year of industry experience in enterprise LAN /WAN managed network and security services in lieu of college courses
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