2014-03-10

Scarborough, Ontario (ON) CompuCom

Overview:

The Compucom SOC provides managed security services for Global clients and manages their security operations. The team is responsible for 24X7 telephone and remote support, specialized support for security compliance users, and works with the CompuCom clients on security issues

Responsibilities:

Key Responsibilities

Work with clients and tools vendors to address all security related issues

Meet service level agreements regarding response time and customer notification

Coordinate security investigations based on internal procedures

Assist customers or facilitate the implementation of protective and mitigating security controls as required

Meet service level agreements regarding response time and customer notification

Perform manage, add, change, delete operations in the security tools

Phone/E-mail/Ticketing

Handles the fulfillment of all security requests and calls from the user

Drives the resolution of incidents

Provides central contact point for user support and problem management for managed security applications (Firewall, IDS, Encryption, SIEM, EIQ, Web filtering)

Scan system devices for vulnerabilities according to compliance policies - Nessus

Incident Response

Initiate security incident response including tracking and recovery actions

Analyze and validate the network and hosts based on Intrusion Detection System events

Service Management

Monitors SLAs for responsiveness and coverage. Provide regular reports and statistics for service line management

Qualifications:

Required Skills

Experience in managing Customer Service

Ability to complete swift problem resolution, including troubleshooting

Analytical approach for solving tasks as well as Ability to repeat procedures

Familiarity with existing knowledge base to scan for possible solutions to problems

Ability to multi-task with different types of problems

Solid written & verbal communication

Knowledge of security tools like Firewalls, IDS's, Webcontent filtering and content filtering solution. eg Cisco, Checkpoint, Fortigate, Snort, EIQ Securevue, Arcsight

Knowledge of Microsoft Office Suite products

Ability to coordinate resources to resolve problems

Appropriate Technical Support experience and knowledge required

Demonstrated high level of Technical Support experience and knowledge required for all services provided by the Security Operations Center

Strong analytical skills balanced with effective communication and excellent customer service skills

Excellent and demonstrated knowledge of IT processes and procedures, specifically Incident, Problem, Change and Service Level Management

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