Supports security operations by onboarding and troubleshooting network monitoring infrastructure, triaging security-device issues, resolving escalated customer problems, coordinating vendor maintenance, and managing hardware sensors. The role collaborates with SOC analysts, assists with testing and quality assurance, provides customer support, and participates in on-call incident response. Requires network and security administration experience, TCP/IP knowledge, command-line expertise, and troubleshooting across Linux, Windows, and macOS.
The Operations Support Specialist is part of the Information Technology department, which resides on the Support team and reports to the Operations Support Manager. As part of the Security Operations Team at CIS, the Operations Support Specialist will work with members to on-board, support, and troubleshoot issues on the infrastructure used to monitor U.S State, Local, Tribal, and Territorial (SLTT) government networks.
What You'll Do:
- Triage issues related to network security device monitoring
- Timely response and handling of lower tier support issues through resolution and escalating as required
- Troubleshoot and replicate customer issues with the CIS network monitoring services, cloud-based applications/services, and cybersecurity products including within customer environments and systems
- Act as a liaison between a third-party vendor and the customer to troubleshoot technical problems, coordinate device maintenance and outages, as well as perform general support activities
- Assist with the configuration, inventory tracking, and shipping of Albert hardware sensors
- Effectively transition action items to and from Security Operations Center (SOC) Analysts and other teams to support off-hours, product related work
- On-call availability to respond to critical support incidents
- Provide positive customer support experience for internal stakeholders and members
- Assist internal teams in replicating issues, testing fixes and workarounds, and assist with quality assurance (QA) of newly developed and enhanced products
- Other tasks and responsibilities as assigned
What You'll Need:
- Bachelor’s Degree in Computer Science or related field*
- 4+ years’ experience as a Security or Network Administrator, or equivalent knowledge
- Working knowledge of various security methodologies, processes, and technical security solutions (firewalls and intrusion detection systems)
- Strong knowledge and experience with TCP/IP protocols, network analysis and network/security applications
- Strong experience with Linux and Windows command line
- Strong experience troubleshooting applications in Windows, Mac, and Linux environments
- Strong attention to detail
- Excellent customer service skills
- Must be authorized to work in the United States
It's a Plus if You Have:
- Good working knowledge of Unix Operating Systems
- Experience with common scripting and programming languages such as Perl, Python, Ansible, and Bash
- Knowledge of IDS technologies (i.e. Suricata)
- Knowledge of Agile methodologies
*Additional years of relevant experience or a combination of an Associate’s degree or equivalent and relevant experience may be substituted for the Bachelor’s degree.
At CIS, we are committed to providing an inclusive environment in which the diverse backgrounds, experiences, and views of our employees, members, and customers are valued and respected. It is through this commitment that we are able to work together towards our common mission: to make the connected world a safer place.
Compensation Range:
USD$34.47 - $56.88Similar Jobs
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