SecureWorks is a market leading provider of world-class information security services with over 2,700 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.

Due to their continued strong growth, there are opportunities available in all locations.   There are a number of openings for the roles outlined below, as well as other positions requiring significant work experience (the positions below are suitable for new grads with the correct skills).

Positions are available in Chicago, IL; Atlanta, GA; Myrtle Beach, SC; and Providence, RI for security analysts.  The technician openings are available in Providence only.

Position Summary
A technician on the Health and Infrastructure team monitors and investigates health related issues on network security devices such as Firewalls, Intrusion Detection Systems, and other Unix/Linux based platforms.  The devices and monitoring system are part of an industry leading offering package to ensure unsurpassed network security. Incumbents must demonstrate analytical and troubleshooting skills to guarantee consistent operational status of customer devices.
You will be working in an operations center with a team of security and networking professionals and will be responsible for addressing inbound client emails, addressing SLA bound health alerts, and working with customers troubleshooting device and network related issues.

Essential Duties & Responsibilities

• Take ownership of and troubleshoot tickets generated by the monitoring system. Tickets consist of alerts for unreachable devices, devices not reporting events, and miscellaneous hardware and software failures.
• Resolve problems introduced into customer networks including, but not limited to, broken VLAN settings, broken span port settings, changed IP addresses, duplicate IP addresses, changed access control lists, and incorrect NATs
• Meet service level agreements regarding response time and customer notification.
• Remotely manage customer devices and correct problems.
• Demonstrate excellent communication and customer care skills by documenting all analysis, work, and communications within the ticketing system.
• Professionally and courteously answer customer phone calls and email by:
  • Authenticating callers
  • Creating and/or updating tickets for all work and requests
  • Handling customer concerns
• Identify internal SecureWorks infrastructure outages and escalate to the appropriate groups for resolution. This includes but is not limited to:
  • Monitoring system
  • Ticketing system
  • Authentication servers
  • Databases
  • Productivity tools
  • Management consoles
• Establish long term and short term goals.
  • Short term goals: Become familiar with SecureWorks core infrastructure and the interplay between different components. Improve technical skills with firewalls, intrusion detection and prevention platforms.
  • Long term goal: work to become a senior analyst or explore other opportunities within the organization such as Firewall Analyst /Engineering or Production Operations

Additional Responsibilities

• Perform other essential duties as assigned

Knowledge, Skills, & Abilities

• Exposure to a variety of operating systems, such as Windows/Linux/Unix
• Excellent written and verbal communication skills.
• Time management and organizational skills.
• Proficient personal computer skills with electronic mail, office productivity tools.
• Resourceful nature, the ability to learn new skills and adapt to different situations with minimal preparation.
• 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.
• Ability to read and interpret network diagrams.

Position Summary

A Security Response Specialist on the Security Response Team aids in the management and monitoring of client intrusion detection devices and log management devices within SecureWorks Managed Security Services (MSS) division.  Security Response Specialists are briefed on the latest security threats and vulnerabilities to perform deep network and packet analysis to identify client security breaches. Security Response Specialists will act as a security advocate for a number of well established global enterprise clients.

You will be working in an 24x7x365 operations center environment with other security and networking professionals and will be responsible for addressing emails, scheduling IDS signature platform updates, performing security threat analysis of viruses, bots, and Trojans and working with clients to remediate security related issues.

The requirements for a Security Response Specialist position include a bachelor’s degree program in a relevant field or relevant experience in networking or system administration.   Ideal candidates have familiarity with supporting production servers or networks and have a passion and interest for technology as well as desire to learn more about security related platforms and malcode analysis.

Within 6-12 months period, you will be exposed to and become competent with at least three intrusion detection platforms and a multitude of attack toolkits and software vulnerabilities.  The work is fast paced and challenging and you will learn a vast amount of network security and practical understanding in a short amount of time.

Positions are on a shift schedule of 1st (8am-4:30pm), 2nd (4pm-12:30am) and 3rd shift (12am-8:30am) and shifts include working one weekend day a week.  (Sunday-Thursday) or (Tuesday-Saturday)

Essential Duties & Responsibilities

• Professionally and courteously answer inbound calls, authenticate callers, create tickets, fill out necessary checklist paperwork, generate and respond to CRM tickets for all work and informational requests, handle client complaints, and escalate according to established procedures.
• Demonstrate excellent communication and client care skills by documenting all activities within our client delivery systems and communicating with client representatives in a timely manner.
• Stay informed of current events in the security industry including the latest exploits and threats, as well as, preventative measures, remediation and restoral techniques.
• Ensure Security Events are being monitored, acknowledged, and acted upon with in published SLAs and SLOs.
• Ensure that we are implementing best practice security policies that address the client’s business need while protecting their vital corporate assets
• Review of Statistical models and appropriate action analysis with client feedback
• Ability to work in fast paced, multi-tasking operations environment

Knowledge, Skills, & Abilities

• Experience with a variety of operating system experience, Windows/Linux/Unix in a functional capacity.
• CCSA, CCNA, GCIH, GCIH or CEH Certification Preferred
• Networking experience and understanding in the following:
  • Basic routing principles and networking fundamentals
  • Well known protocols and services (FTP,HTTP,SSH,SMB,LDAP)
  • Command line interfaces
  • Packet Analysis Tools (TCPDUMP, Wireshark, Ngrep)
• Keen ability to diagnose and troubleshoot technical issues, excellent problem solving skills
• Well spoken and articulate, with excellent writing abilities.  Must be able to communicate technical details a clear, understandable manner
• Client oriented, strong interest in a satisfied client
• Self starter, with a strong interest in technology and a desire to learn and grow in the Networking/Security field
• The ability to pick new technology or concepts up very quickly

Education and Experience:

• 1 to 3 years hands on Systems Administration or Network Security experience
• Bachelors degree program in a technical field such as Computer science, Information Technology or Engineering or equivalent work experience.

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