The Cyber Security Operations Center (CSOC) Analyst Tier 1 role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as requiring that the individual give in-person, hands-on help at the desktop level.
Responsibilities
- Alert clientele and management to emerging trends in incidents.
- Act as a cyber security specialist in case of incident management in the CSOC bridge.
- Follow the CSOC Cyber Incident Response Plan (CIRP), Runbooks, and Threat Escalation Protocol (TEP).
- Act as an imperative part of the company’s Cyber Incident Response Team (CIRT) for its clientele.
- Provide first contact support of incoming requests to the CSOC via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of clientele issues.
- Build rapport and elicit problem details from serviced customers.
- Prioritize incidents and service requests according to defined processes to meet defined SLAs.
- Escalate incidents with accurate documentation to suitable level, when required.
- Record, track, and document the cyber incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
- Use remote tools and diagnostic utilities to aid in troubleshooting.
- Research solutions through internal and external knowledgebase as needed.
- Identify and learn appropriate software and hardware used and supported by the organization’s clientele.
- Test fixes to ensure an incident has been adequately resolved.
- Develop help sheets and FAQ lists for end users.
- Contribute to technician knowledgebase as needed.
- Reinforce SLAs to manage clientele expectations.
- Provide suggestions for continual improvement.
Position Requirements
College diploma or university degree in the field of computer science and/or 2 years equivalent work experience.
Certifications in Microsoft, Cisco, Checkpoint, AWS is an advantage.
- Knowledge & Experience
- Experience with desktop and server operating systems, including Windows and Linux.
- Extensive application support experience with windows endpoints.
- Working knowledge of a range of diagnostic utilities.
- Experience with desktop and server operating systems.
- Exceptional written and oral communication skills.
- Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills.
- Strong documentation skills.
- Fluent English language skills.
Personal Attributes
- Ability to conduct research into a wide range of computing issues as required.
- Ability to absorb and retain information quickly.
- Ability to present ideas in user-friendly language.
- Highly self-motivated and directed.
- Keen attention to detail.
- Proven analytical and problem-solving abilities.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- Exceptional customer service orientation.
- Experience working in a team-oriented, collaborative environment.