Security Services Agent
: Job Details :

Job posting titleSecurity Services AgentJob summaryThe Security Services Agent (SSA) is a skilled technical support engineer with 2+ years of experience in IT security. This position requires practical experience with security-related components of ESET business products.Job descriptionâ ¢ Demonstrate an exceptional standard of quality of workâ ¢ Maintains and consistently demonstrates knowledge of company guidelines, processes, practices, and procedures; specifically, knowledge of ESET service delivery processesâ ¢ Respond to and report questions, concerns, and requests on a 24x7 basisâ ¢ Become familiar with all supported ESET business products (including EEI) and their inner workings (mainly configuration, detection, blocking, protection layers, cleaning-oriented features, etc.) as well as ESET security services offering, familiarize with ESET business products before their releaseâ ¢ With support of the employer, persistently look for education opportunities in the field of IT security and undergo advanced IT security trainingsâ ¢ Respond to and solve basic and advanced security support related tickets in accordance with the defined procedures and if needed assist L3 to solve the ticket in questionâ ¢ Schedule and work on remote sessions with customersâ ¢ Adhere to defined processes and communication standards while providing support to customersâ ¢ Perform security optimization of the threat monitoring system in the assigned environmentsâ ¢ Perform security monitoring and hunting services for assigned customers or environmentsâ ¢ Perform basic analysis of security threats and evaluation of the data about potential threatsâ ¢ Prepare reports and communicate incidents to the customerâ ¢ Provide consultations to the customer and offer cyber security recommendationsâ ¢ Adhere to defined processes and communication standards while providing support to customersâ ¢ During downtime, this role transitions to assist Business Technical SupportSkills:â ¢ Experience with tools for communication with customer and its environment (ticketing system, remote access, etc.)â ¢ Advanced understanding of operating systems (Windows, macOS, Linux), including concept of file system, processes, services, registry, scheduling, etc.â ¢ Advanced understanding of ESET business products, logs and log collection, and protection layersâ ¢ Understanding of and intent to expand knowledge of malware: attack vectors (malicious links, email attachments, downloads, drive-by, exploits, open RDP, social engineering, etc.)â ¢ Understanding of and intent to expand knowledge of malware: threat types (phishing, ransomware, financially motivated malware, spyware, backdoor, botnet, etc.)â ¢ Understanding of malware detection: false negative and false positiveâ ¢ Understanding of cyber-attack anatomy and ability to identify attacksâ ¢ Understanding of security hygiene conceptsâ ¢ Understanding of concept of IOCs, TTPs, files, file types, file hashes, URLs, domains, IPsâ ¢ Advanced understanding of computer security incident handlingâ ¢ Advanced understanding of networking (IP address, port, protocol, MAC address, etc.)â ¢ Ability to keep up with trends and new developments in cyber security field (e.g. new types of attacks, new protection measures in ESET business products or in general, etc.)â ¢ Ability to do analysis of issues reported by customers and provide solutions based on previous experience or known/defined procedures or tutorials.â ¢ Ability to reproduce problems on controlled environment and do basic root cause analysisâ ¢ Experience with forensic tools (data collection)â ¢ Ability to perform basic forensic analysis based on previous experience or known/defined procedures or tutorialsâ ¢ Ability to perform basic DFIR assistance based on previous experience or known/defined procedures or tutorialsâ ¢ Experience as SOC analyst or with security monitoring of computer environment, analysis of suspicious behavior and evaluating outputs from systems for security monitoring (EDR, SIEM , etc.) is an advantagePERFORMANCE MEASURES:â ¢ Must keep scheduled meetings, calls and follow-up requestsâ ¢ Must provide solution-oriented responses to customers in adherence with established SLAsâ ¢ Must be willing to travel and work alongside network administrators and/or for training and developmental purposesâ ¢ Must provide in-depth root-cause analysis of Product Technical issuesâ ¢ Must facilitate knowledge transfer to the other Service team members in alignment with Technical Support Management team learning objectivesâ ¢ Must be available for 24/7 on-call duties and after-hours calls to resolve escalated security incidentsCOMPETENCIES:â ¢ Monitors and checks work to meet quality and process/workflow standards; demonstrates a high level of care and thoroughness; checks work to ensure completeness and accuracy, communicates effectively to adjacent departments and rolesâ ¢ Maintains effective performance under pressure; handling stress in a manner that is acceptable to others and to the organizationâ ¢ Emphasizes customer success through effective communication of security incidents and news to external and internal customersJOB FIT:â ¢ Motivated and able to consistently complete tasks with daily/weekly/monthly deadlinesKEY TECHNICAL SKILLS, QUALIFICATIONS and EDUCATION:Experience: 2+ years of experience in IT security and/or experience as SOC analystEducation: BA or BS in Computer Science, Engineering or equivalent Required. May be substituted with relevant work experience and technical certifications such as CEH, CCE, CRISC, CISM, CISSP, CompTIA Network+, Security+, MTA, MCSA, MCSE, or GIAC (GSEC, GCIH) Certifications.Job requisitionJR-04904 Security Services Agent (Open)Primary locationRaleigh (Home Office)Additional locationsTime typeFull time Find even more open roles below ordered by popularity of job title or skills/products/technologies used.#J-18808-Ljbffr