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Security Center Operations Analyst-Dell SecureWorks

Greater Chicago Area, US - Computer Hardware, Computer Software, Information Technology and Services

SecureWorks is a market leading provider of world-class information security services with over 2,600 clients worldwide spanning North America, Latin America, Europe, the Middle East and the Pacific Rim. Organizations of all sizes, including more than ten percent of the Fortune 500, rely on SecureWorks to protect their assets, improve compliance and reduce costs. The combination of strong client service, award-winning security technology and experienced security professionals makes SecureWorks the premier provider of information security services for any organization. Positioned in the Leader’s Quadrant of Gartner’s Magic Quadrant for MSSPs, SecureWorks has also won SC Magazine's "Best Managed Security Service" award for 2006, 2007, 2008 & 2009.



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.



Responsibilities:



· 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:



– Authenticating callers



– 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:



– Monitoring systems



– Ticketing systems



– Authentication servers



– Databases



– Productivity tools



– Management consoles



· Manage, participate in, or directly work on any additional projects, assignments, or initiatives assigned by management



Qualifications Requirements/Experience:



· 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



· Time management and organizational 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



– Managing processes



– 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



***This is an overnight shift position and you must be willing to work from midnight-8:30a.m.****



“CBAM5” – “LIAM5” – “DCAM5”



Dell is an Equal Opportunity Employer To learn more about our commitment to Diversity & Inclusion, visit: Equal Employment Opportunity Policy Statement



No salary provided



Posted May 19, 2014 at 08:36AM from LinkedIn http://ift.tt/1sKHgzY

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