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