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Analyst, IT Security / Health Monitoring Team - Secureworks - Providence, RI or Atlanta, GA

Atlanta, Georgia

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Job ID R029195 Date posted Aug. 09, 2019

Secureworks (SCWX-NASDAQ) is a global leader in intelligence-driven information security solutions. We help organizations confidently pursue business goals in a digitally-connected world.  Consistently recognized by industry analysts and readers’ polls, we are one of the best in the world at understanding and anticipating threat behavior. We see 250 billion events every day across 4400 clients in more than 55 countries, and our solutions work across all the layers of a client’s security environment, including 330 different vendor technologies. Join a talented, dedicated, and diverse team of researchers, analysts, engineers, consultants and business professionals who are focused 100% on protecting our clients from cyber threats. We seek out the brightest minds and empower our teams with the tools and support they need to fight the bad guys and maintain our company’s leadership in the cyber security industry.

Uniquely positioned to adapt as the industry evolves, we are also proud to be part of the Dell Technologies family. We enjoy competitive compensation and benefits packages, and reward and recognize our employees for exceptional results. A constant focus on continued learning and growth keeps our team members engaged and excited about “what’s next.” We offer flexible work options when available, and emphasize the importance of work-life balance. We know that when our people are rewarded, recognized, and rejuvenated, we win as a team. 

Working in a Security Operations Center, a Health Monitoring Team Analyst answers inbound phone calls, addresses client emails, prepares and monitors the device health of network security devices such as Firewalls, Intrusion Detection Systems, and other Unix/Linux based platforms.  Additionally, this position also provides basic level troubleshooting support for all devices managed and monitored by the Health Monitoring Team. All work is tracked via a ticket based CRM system.  Applicants must demonstrate a strong willingness to learn from others, participate in any training required to educate them on the support processes/concepts followed by Secureworks, and be capable of maintaining high levels of client satisfaction.

Responsibilities:

  • Work in a 24x7x365 shift-scheduled non-rotating security operations environment
  • Work in a fast-paced, mutli-tasking environment
  • Take ownership of, troubleshoot, and resolve tickets generated by the health monitoring system. Ticketing types include, but are not limited to, alerts for unreachable devices, devices not reporting events, and miscellaneous hardware/software failures
  • Resolve problems introduced into client networks including, but not limited to, broken VLAN settings, broken span port settings, changed IP addresses, duplicated IP addresses, changed access control lists, and incorrect NATs
  • Meet service level agreements regarding response time and client notification
  • Remotely manage client devices through both in and out of band solutions, and correct problems
  • Demonstrate excellent communication and client care skills by documenting all work, and communications within a CRM ticketing system
  • Professionally and courteously answer client phone calls and email by:
    • Authenticating callers
    • Creating and/or updating tickets for all work and requests
    • Handling client concerns
  • Identify internal Secureworks infrastructure outages and escalate to the appropriate groups for resolution. This includes but is not limited to:
    • Monitoring systems
    • Ticketing systems
    • Authentication servers
    • Databases
    • Productivity tools
    • Management consoles
  • Manage, participate in, or directly work on any additional projects, assignments, or initiatives assigned by management

Skills:

  • Exposure to a variety of operating systems, such as Linux/Unix
  • Excellent written and verbal communication skills
  • Time management and organizational skills
  • Fundamental 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
  • Fundamental understanding of computer network fundamentals including, but not limited to:
    • Address resolution protocol
    • Routing principles and protocols
    • Network address translation
    • Virtual private networks
    • Access Control List (Basic/Standard, Extended)
    • The OSI model
  • Ability to read and interpret network diagrams

Education and Experience:

  • Requires a minimum 0+ years of related experience in a professional role; or equivalent experience
  • CISA, SSCP, GCIH, GCIA, GCFW, GSEC, MSCE, CCIE; CISSP, CEH, CCSP or CHF1 required

Secureworks, a Dell Technologies company, is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Secureworks are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Secureworks will not tolerate discrimination or harassment based on any of these characteristics. Learn more about Diversity and Inclusion at Secureworks here.

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