Location Atlanta, Georgia
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Analyst, IT Security – SecureWorks
Working in a Security Operations Center, a Health & Infrastructure Technician answers inbound phone calls, addresses client emails, and prepares and monitors the device health of network security devices such as Firewalls, Intrusion Detection Systems, and other Unix/Linux based platforms. Additionally, this position also provides basic level troubleshooting support for all devices managed and monitored by the Health & Infrastructure Team. All work is tracked via a ticket based CRM system. Applicants must demonstrate exceptional attention to detail, possess analytical and troubleshooting skills, and be capable of maintaining high levels of client satisfaction.
-Take ownership of and troubleshoot tickets generated by the health monitoring system. Tickets consist of alerts for unreachable devices, devices not reporting events, and miscellaneous hardware and software failures
-Resolve problems introduced into client networks including, but not limited to, broken VLAN settings, broken span port settings, changed IP addresses, duplicated IP addresses, changed access control lists, and incorrect NATs
-Meet service level agreements regarding response time and client notification
-Remotely manage client devices and correct problems
-Demonstrate excellent communication and client care skills by documenting all analysis work and communications within a ticketing system.
-Professionally and courteously answer client phone calls and email by:
-Creating and/or updating tickets for all work and requests
-Handling client concerns
-Identify internal SecureWorks infrastructure outages and escalate to the appropriate groups for resolution. This includes but is not limited to:
-Manage, participate in, or directly work on any additional projects, assignments, or initiatives assigned by management
As a managed security provider, SecureWorks expects its employees to understand and apply commonly known security practices and possess a working knowledge of applicable industry controls such as NIST 800-53. Employees will be expected to acknowledge their security responsibilities in writing prior to gaining access to company systems. Employees will be required to maintain a working knowledge of local security policies and execute general controls as assigned.
-Associates Degree in a systems administration, networking, or technical field such as computer science or engineering, or equivalent experience
-CCNA/A+/Linux+ Certifications a plus
-Exposure to a variety of operating systems, such as Linux/Unix
-Excellent written and verbal communication skills
-Rudimentary understanding of intrusion detection, firewall operations, and other general security practices
-Basic understanding of Unix or Linux operating systems including, but not limited to:
-Navigating the directory structure
-Obtaining system statistics such as CPU, memory, disk, network interface utilization from the command line
-Identifying potential problems from system logs
-Solid understanding of computer network fundamentals including address resolution protocol, routing, network address translation, virtual private networks, and the OSI model
-Ability to read and interpret network diagrams
SecureWorks is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity and/or expression, national origin, protected veteran status, disability, genetics, or citizenship status (when otherwise legally authorized to work) and will not be discriminated against on the basis of such characteristics or any other status protected by the laws or regulations in the locations where we operate. SecureWorks encourages applicants of all ages.