Tier 1 Support - Cybersecurity, Operations, Network & Operations Center
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This Tier-1 Support position plays an integral role in client’s Cybersecurity, Operations, Network & Operations Center. This position will allow you to pursue a career in IT where you will gain the necessary experience by working at a 24x7 combined Cybersecurity & Network Operations Center. With oversight, you will be responsible for:
- Activities associated with NERC CIP-007 R4 (Security Event Monitoring) and NERC CIP-008 (Incident Response Plan); including monitoring and responding to security events, participation in incident response drills and serving on the Cybersecurity Incident Response Team.
- Monitoring incoming event queues for potential security incidents
- Identify, investigate, and act on anomalous network activity
- Support of network systems (software/hardware) and data center operations
- Analyze and troubleshoot compliance and security related events
- Escalates security related or compliance issues as needed
- Access knowledge bases and FAQ resources on the Intranet and/or Internet to assist with problem resolution
- Apply knowledge of IT and network systems to aid in troubleshooting
- Creating and thoroughly documenting various incidents as well as communicating info about incidents to relevant parties
- Continual learning of client’s changing communications network, policies and processes related to job responsibilities, and new tools used for those job responsibilities, as they arise
- Monitor network health, preforming tier 1 troubleshooting and triage of network issues as they arise, responding to alerts for network devices as instructed in knowledge base documentation
- Meet or exceed SLA’s for various levels of alerts
- Providing occasional technical support via phone after normal business hours
- Communicating and working with team members to coordinate efforts to support clients
- Other assigned duties
- HS diploma or equivalent required
- Minimum 1-3 years in a network or cybersecurity support role, or equivalent certification
- Cisco network certification and/or Security+ certification (both preferred)
- Technical or bachelor’s degree in IT related field of study preferred
- Calm, professional attitude and demeanor
- Curiosity, a passion for learning, and a love for solving problems
- Candor; able to admit when you are having difficulties and admit when you don’t know something
- Self-motivated and able to work both independently with different teams
- Strong, detailed written and oral communication skills; including the ability to present ideas and suggestions clearly and effectively, thoroughly document investigations
- Must be able to handle multiple priorities and operate efficiently and effectively
- Intermediate knowledge of Office 365 applications
- Sys admin & scripting experience a plus
- Experience with monitoring, ticketing, alerting, authentication tools preferred
- Familiarity with the principals of network and endpoint security, current threat and attack trends, and have a working knowledge of security principals such as defense-in-depth.
- Willing and able to work non-standard work shifts; including evenings, overnight, holidays, and weekends