Security Operations Service Delivery Engineer

  
The Security Operations Service Delivery Engineer will analyze reports and make suggestions to improve partners and end customer's security posture. May participate in the creation and maintenance of policies, standards, and procedures. Acts as the administrator for security systems as assigned. Knowledgeable of the system's security goals as established by its stated policies, procedures, guidelines, and standards and works to achieve those goals. Conducts tasks and assignments as directed by the Manager IT Service Delivery.  The Service Delivery Engineer must have a solid networking, security application background, and back-office support like MS Office 365, Exchange, and SharePoint.  Also, the Delivery Engineer will oversee on boarding new clients to our SOC using our security platform.   Also, will need to have some Firewall, Linux OS, and Windows server experience.  You will have the opportunity to work with our SOC analysts and operations teams.
The role exists to ensure that the company consistently delivers, and the customer consistently receives, excellent service and support. This will involve capturing Service Delivery issues and working with internal operational teams to address such issues. You will manage service changes and improvements ensuring these are communicated and delivered to the appropriate support team.
 
Essential Functions:
 
·Support the SOC (Security Operations Center) as needed
·Flexibility – Adapt to changing environments or alternative methods
·Emotional Intelligence – Understand and react to others' emotions for high quality team output
·Customer Service – Able to meet customer expectations within project scope
·Additional duties as needed
 
Work Environment Expectations:
 

1. Technical lead for Customer Onboarding Security Engineer
2. Post Install technical support for Security System Software. CCE upgrades, add move changes etc.
3. MS Office 365 Administration
4. IT helpdesk support for employees. MS Office 365, laptops, includes Robertet Automox Patching

• Test Server patching once a month, done in second weekend of the month. 3 server's total.
• Production server patching once a month, done in third weekend of the month. About 90 total servers.

1. New Product Testing

·Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
·Hours of Work – The hours of work will vary depending upon the demands of the customer, project, or assignment.
Physical Demands:
·The physical demands of the position described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  While performing the duties of this job, the employee is regularly required to sit, type, look at a computer for 2-3 hours at a time, stand, drive, reach, bend, lift objects up to 20lbs on occasion.
Skills and Competencies:
·Managing Priorities - ability to multi-task, making progress on multiple goals and/or assignments.
·Sense of Urgency – reacts quickly to resolve situations that may be detrimental to assignments/projects.

• Nimble - Ability to adapt quickly to an ever changing, dynamic IT industry.

·Problem-solving – able to review circumstances and participate in problem solving.
·Time Management skills – able to meet deadlines and set a fair pace for work.
·Independent – Can work with minimal direction, meeting the goals.
·Analytical – Able to assess circumstances and determine a course of action.
·Professional verbal and written communication skills - capable of contributing to Knowledge Management
·Strong organizational / business acumen – understands business structure and business strategies as they apply to project goals and outcomes.
·Tactical - Pays attention to the details and applies the strategy.
·Strong remote-collaboration and communication skills.
·Polite, respectful to others, professional.
Required Experience and Qualifications:
·Associates degree in Computer Science or a related technical discipline, or the equivalent combination of education, technical certifications or training, or equivalent work experience, is required.
·Demonstrated experience with Windows and non-Windows server configuration, administration, and monitoring.
·Experience working in a process-oriented workflow environment.
·ITIL experience is preferred.
·Experience working with multi-tiered ticket handling/resolution systems.

• Experience supporting large enterprise IT environments.
• Experience creating, modifying, and following standard procedural documents.
• Knowledge of the Jira ticketing platform preferred.
• US Military Service experience is highly preferred.