SOC Engineer II (Job ID 1913112)
Greensboro, North Carolina
Shift: This is a “Panama” 12 hour shift and followsthe repeating 14 day pattern of: 2 days on, 2 days off, 3 days on, 2 days off,2 days on, 3 days off. Day and Night positions available. Day shift runs from8:00 AM Eastern to 8:00 PM Eastern. Night shift runs from 8:00 PM Eastern to8:00 AM Eastern. 3 day ‘weekend’ every second week.
The Advanced Services Engineer II works with Enterprise andBusiness class customers with respect to Premium services such as managedfirewall, site-to-site VPN, SIEM, email scanning and email encryption. TheAdvanced Services Engineer II acts as an escalation resource and is responsiblefor in-depth troubleshooting, support and ongoing maintenance of theseservices. The Advanced Services Engineer II works with Enterprise and Businessclass customers, vendors, team members and other departments to perform thesefunctions while providing the best possible customer experience.
-Provide customer support via email, phone andweb portal for changes, questions, upgrades and break-fix; assist and resolvewithin SLA times all incidents while maintaining a high level of customersatisfaction.
-Receive support escalations from level 1engineers as well as other departments.
-Follow up with customers or vendors on openissues.
-Confirm that appropriate changes were made toresolve customers' problems.
-Thoroughly document all customer interactionsand transactions, recording details of inquiries, complaints, and comments, aswell as actions taken.
-Confer with customers by telephone, email, webportal or in person in order to provide information about products andservices, and to obtain details of complaints.
-Ensure that any requests or questions aboutorders or cancelling accounts are forwarded to the appropriate person insidethe company.
-Maintain proficiency for technicalresponsibilities, through self-directed training and training programs.
-Serve in on-call rotation
-Supports work overflow for Tier 1, including butnot limited to:
oProcure, provision, and ship firewalls; deployVPN tunnels, email services and SIEM; Interact with customers to procurenecessary configuration/deployment information and address questions thatcustomers may have
oAnalyze alerts from SIEM and contact customerswith actionable intelligence
-Performs advanced troubleshooting withEnterprise and Business Class Customers
-Provides detailed analysis, recommendations andremediation (when possible) for SIEM alerts.
-Reviews configurations for managed devices and assistscustomers in deploying security best practices
-Performs OS, firmware, and software updates tokey customer systems
-Assists in training of Tier 1 engineers.
-Other duties as assigned
The ideal candidate must be confident, detail oriented andproactive. He or she must be able to multitask and meet project deadlines. Thecandidate must also have a strong desire to achieve, must be able to takeinitiative, working independently and as part of a technical team. Candidatemust be able to serve in on-call rotation.
-Outstanding customer service
-Excellent verbal and written communication andpresentation skills
-Attention to detail
-Ability to prioritize and handle multiple taskssimultaneously
-Strong analytical and reasoning skills
-Firm understanding of networking concepts and protocolsincluding (but not limited to): Routing,switching, firewall policies, NAT, VPN, IPV4, TCP/IP, SMTP, POP3, IMAP4
-SonicWALL, Fortinet, and/or Cisco certification
-Competency in both Linux and Windowsenvironments
The ideal candidate must be confident, detail oriented and proactive. He or she must be able to multitask and meet project deadlines. The candidate must also have a strong desire to achieve, must be able to take initiative, working independently and as part of a technical team. Candidate must be able to serve in on-call rotation.
- A Bachelor’s degree in Information SystemsTechnology, or related field of study, or equivalent experience
- Minimum 5 years experience working withnetworking technologies and protocols
- Minimum 2 years experience in cybersecurity.
- Experience working with SIEM products andfirewalls
- CCNA Security Certification, NSE4 Certification
- Vendor specific certification to be earnedwithin 6 months of hire
- Additional certifications:
o JNCIA-SEC (or Higher), NSE5 (or Higher) and/or SNSA
o CompTIA Network+ and/or Security+