- 2+ years' experience acting as an escalation point for technical resources.
- 2+ years' experience supporting SIEM, IDS/IPS, Anti-Virus, Anti-Malware, DLP, Network or System Monitoring Tools
- 2+ years' of Customer Service Experience
- Direct customer service experience with the ability to consistently achieve high levels of customer satisfaction.
- Excellent technical and non-technical written and verbal communication skills.
- Ability to multi-task while following established guidelines, policies, and procedures.
- Quickly adjust to priority changes or work assignments without sacrificing quality.
- Demonstrate a sustained commitment to quality, professionalism, and integrity.
- Preferred experience using network management software.
- Preferred experience working directly with outside vendors to report or escalate issues.
- Required experience understanding how to address security alerts and providing guidance for clients next steps
- Required experience in diagnosing security related alerts
- Preferred experience with SIEM and EPP tools such as Cisco Secure Endpoint (AMP), Sentinel One, Trend Micro, Arctic Wolf
- Preferred experience with MFA tools and log analysis such as Cisco Duo or Okta
- Serve as technical escalation point of contact for Operations Center.
- Assist customers with incident and change management activities.
- Respond to SIEM and endpoint events and provide incident identification, assessment, urgency, potential impact, and recommendations for remediation.
- Working with 3rd party vendors on addressing client security issues
- Create and review queue based MACDs and generate change guidelines for scheduled changes outside of business hours.
- Ensure that customer SLA commitments are consistently met while providing a high level of customer satisfaction.
- Create and maintain technical procedure and informational documents as needed to ensure consistent customer support.
- Continually update skills through vendor certifications on emerging technologies and InterVision product offerings.
- Lead, mentor, and train Associate Engineers on various security technologies.
- Provide technical support / oversite for support issues within the Partner Organization, Professional Services, VCISO or Internal to the Client: providing recommendations, documentation and remediation suggestions.
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Sr Cybersecurity Engineer - St Louis, United States - InterVision Systems
Description
Are you looking for a challenging role as a Sr. Cybersecurity Engineer - Operations Center?
As a leading managed service provider (MSP), InterVision assists IT leaders in solving the most crucial challenges they face by solving for the right technology, deployed on the right premises, and managed through the right model to fit their unique demands and meet their long-term goals.
InterVision's mission is to transform business through the evolutionary power of technology, and we're committed to unlocking value by delivering innovative technology through a consultative approach. Our people are the best in their field
So, if you are looking for a career changing opportunity, we want to meet you
The Sr. Cybersecurity Engineer will act as a technical escalation for the Cybersecurity team within the Operations Center and provide technical support to all current end-users in a 24x7 environment.
The Sr. Cybersecurity Engineer will be responsible for analyzing and diagnosing issues. You will perform an initial review and investigation of these issues and will perform root cause analysis, determine areas of interest, and narrow the focus of the investigation. This position develops and maintains utilities to facilitate and improve investigations and provide knowledge and tools to the Technical Support staff to assist with their efforts.
The Sr. Cybersecurity Engineer will also work with members of the Engineering team by assisting them with reproducing issues, isolating problems, and understanding how customers have deployed and used InterVision's products and technology.
This position is primarily focused on Cybersecurity knowledge.
This role reports directly to the Manager, Operations Center and is responsible for case creation, case routing/escalating, status communication, and working directly with third party vendors.
We welcome your experience and talents to our team
GREAT PLACE TO WORK: If you thrive in an environment of growth and individual impact, InterVision is the place for you
CUSTOMER SUCCESS: When it comes to technology, our 30+ year history has guided some of the largest and most influential companies solve their problems with a broad range of innovative technologies ranging from network infrastructure to collaboration to cloud migrations.
InterVision can not only help clients refine their strategy with the right technology and the right cloud strategy, but also bring the resource models to take it to the finish line, assuring them a powerful combination of vision and capabilities.
BROAD CAPABILITIES: InterVision offers a wide range of services and solutions that organizations need to thrive in today's dynamic IT market, including a broad range of innovative solutions for datacenter and cloud transformation, IT resiliency, modern communications, remote workforce and advanced data analytics. We're competitive at all levels of engagement.
INDUSTRY ACCOLADES: InterVision has received some of the technology industry's most prestigious awards and acknowledgements - repeatedly by Gartner and ForresterTM plus Inc. Magazine's 5000 Fastest Growing Private Companies.
TOP VENDOR CERTIFICATIONS: InterVision holds the highest certifications and partner levels with leading technology vendors, and we have teams of trained, certified engineers supporting their solutions. Here are just a few of the certifications from our list of 80+ vendors: Amazon Partner Network (APN) Premier Consulting Partner (with seven competencies), NetApp Star Partner, Cisco Gold Certification, Cisco Cloud and Managed Services Master, Juniper Elite Partner, Microsoft Gold Partner, AT&T Premier Partner, Palo Alto Networks Diamond Partner, and VMware Premier Partner to name a few.
