Security Operations Analyst (Tier 1)

Company: Smartlink, LLC
Location: Durham
Posted on: September 16, 2020

Job Description:

ship Required Description The SOC Technician I will provide incident management support for the Security Operation Center (SOC), which will include effectively communicating and escalating alarms to ensure quick resolution, utilizing a network management system to detect alarms, completing trouble tickets to document alarms and escalations, and answering telephone calls. The SOC Technician I will perform a variety of routine supervised duties in accordance with applicable guidelines. The incumbent will perform duties that involve related steps, methods or application of standard practice and specific instruction with occasional variations. The incumbent must apply a sense of urgency, prioritization and some independent judgment in gathering and organizing the relevant information. ESSENTIAL DUTIES Open trouble tickets, perform initial triage, dispatch and provide breakfix action to resolve network events and issues reported via alarming tools or by customers. Respond to customer inquiries and problems Perform duties that involve following methods of procedures and technical job aides Respond to network activities, which includes supporting service level agreement commitments between Development and internalexternal customers Initiate the flow of communications between the SOC and (i) internal groups, (ii) vendors, (iii) customers, and (iv) third party carrierpartners Manage incident, problem, and change tickets in accordance with change management guidelines and procedures Provide input and feedback for the use and optimization of SOC management applicationstools and SOC processes and procedures Provide quality, timely, and accurate end-to-end support for any issues within defined areas of responsibility, including but not limited to phone, email and instant message contacts documenttrack incidents in the ticketing system Document problems by accurately and completely recording in technical logs and trouble ticketing system relevant information, including diagnostic results, multiple product correlation, and escalation and repair performance information Properly follow escalation procedures when events andor impairments are not resolved in the prescribed amount of time. Perform basic research and analysis of data or information, acquiring skills through on-the-job experience. Customer Support Specialist Roles Responsibilities 1) Customer call receipt first point of contact for Customers for problem recording. 2) Customer verification, problem validation and documentation. 3) Ticket Management. 4) Status customer on a regular basis. 5) Manage escalations. 6) Interface with internal and external ATTVendor. 7) Adhere to SLAs, processes and tools. 8) Basic trouble shooting routerscircuits. Overall Purpose Position responsible for design configuration and implementation support for customer or internal network infrastructures.

Keywords: Smartlink, LLC, Durham , Security Operations Analyst (Tier 1), Professions , Durham, North Carolina