Analyst

Role & responsibilities

The Analyst Managed Security Services provides first-level technical client support and upholds defined service level agreements (SLA) and customer service excellence for one or more of three particular disciplines: Network Security, Information Security, and/or Endpoint Security. The Analyst focuses on developing their knowledge and technical expertise.

24x7 Support 80% job weight o Monitors and resolves first-level security support requests. Escalates second-level support to senior team members. Collects and disseminates information to clients during and post-incident o Identifies, records, and escalates service performance trends, anomalies, and SLA breaches to senior leadership o Updating the knowledge base articles o Applies Trusted Advisor techniques to build up client trust and influence loyalty

Professional Development 20% job weight o Attends training sessions or shadowing activities, and obtains industry related certifications as determined by Manager o Participate notably in assigned self-paced trainings.

Preferred candidate profile

• Bachelor's degree (B.A./B.S.) or 3-year diploma in Engineering, Computer Science, or a Technology related field, OR
• 4 years of Information Technology experience, to include 1 year in supporting information technology/systems
• Beginner level certification in a Managed Security Services discipline is a plus, including but not limited to: o Fortinet NSE4 and above is a must. , Cisco; CCNA-Security, Palo Alto: PCNSE.
• Call handling/ticket experience is a plus • The position is part of a 7-day per week, 24 hour per day managed services operations. To provide the required coverage, must be willing to work weekends, holidays, and overtime.
• Foster a positive team environment by being approachable and assisting teammates.
• Actively engage in coaching and continuous learning to enhance technical skills.
• Understanding of IT infrastructure and Information Systems design, including hardware, software and services used in an enterprise.
• Investigate and resolve technical issues using established procedures.
• Demonstrate strong verbal and written communication skills.
• Apply critical thinking and problem-solving abilities to address challenges.
• Manage time effectively and maintain organizational skills.
• Proficiency with productivity tools such as word processing, spreadsheet, diagram creation, presentation and email processing applications.
• Demonstrated ability to learn and adapt to new technologies and products.