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Security Center Operations Analyst Dell SecureWorks

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Job Description
Location: Providence, RI

Security Center Operations Analyst-Dell SecureWorks  (Providence, RI or Atlanta GA)
HIT Team
Dell SecureWorks is a market leader in information security services with more than 3,600 customers worldwide spanning North America, Latin America, Europe, the Middle East and the Pacific Rim. Organizations of all sizes, across all industries rely on Dell SecureWorks to protect their assets, improve compliance and reduce costs. The combination of strong customer service, award-winning security technology and experienced security professionals makes Dell SecureWorks the premier provider of information security services for any organization. Positioned as a leader of the MSSP industry by several global industry analyst firms, Dell SecureWorks also has received SC Magazine’s “Best Managed Security Service” award and Frost & Sullivan’s North America Security Incident Mitigation and Response Customer Value Leadership Award, among others.
The Security Center Operations Analyst will be working in a Security Operations Center, answers inbound phone calls, addresses client emails, and 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 & Infrastructure Team. All work is tracked via a ticket-based CRM system. Applicants must demonstrate exceptional attention to detail, possess analytical and troubleshooting skills, and be capable of maintaining high levels of client satisfaction.
***This is an overnight shift position and you must be willing to work from midnight-8:30a.m.****
Role Responsibilities
-Take ownership of and troubleshoot tickets generated by the health monitoring system (tickets
 consist of alerts for unreachable devices, devices not reporting events, and miscellaneous hardware
 and 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 and correct problems
-Demonstrate excellent communication and client care skills by documenting all analysis work and
 communications within a 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 Dell SecureWorks infrastructure outages and escalate to the appropriate groups for
 resolution, this includes but is not limited to:
-Monitoring systems
-Ticketing systems
-Authentication servers
-Productivity tools
-Management consoles
-Manage, participate in, or directly work on any additional projects, assignments, or initiatives
 assigned by management
As a managed security provider, Dell SecureWorks expects its employees to understand and apply commonly known security practices and possess a working knowledge of applicable industry controls such as NIST 800-53. Employees will be expected to acknowledge their security responsibilities in writing prior to gaining access to company systems. Employees will be required to maintain a working knowledge of local security policies and execute general controls as assigned.

- Exposure to a variety of operating systems, such as Linux/Unix
-Excellent written and verbal communication skills
-Time management and organizational skills
-Rudimentary understanding of intrusion detection, firewall operations, and other general security
-Basic understanding of Unix or Linux operating systems including:
-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
-Solid understanding of computer network fundamentals including address resolution
             protocol, routing, network address translation, virtual private networks, and the OSI model
***This is an overnight shift position and you must be willing to work from midnight-8:30a.m.****
- Associates Degree in a systems administration, networking, or technical field such as computer
 science or engineering, or equivalent experience
-CCNA/A+/Linux+ Certifications a plus
This position is located in Providence, RI/Atlanta, GA
Company Description
With more than 100,000 team members globally, we promote an environment that is rooted in the entrepreneurial spirit in which the company was founded. Dell’s team members are committed to serving our communities, regularly volunteering for over 1,500 non-profit organizations. The company has also received many accolades from employer of choice to energy conservation. Our team members follow an open approach to technology innovation and believe that technology is essential for human success.
Why work with us?
-Life at Dell means collaborating with dedicated professionals with a passion for technology.
-When we see something that could be improved, we get to work inventing the solution.
-Our people demonstrate our winning culture through positive and meaningful relationships.
-We invest in our people and offer a series of programs that enables them to pursue a career that
 fulfills their potential.
-Our team members’ health and wellness is our priority as well as rewarding them for their hard work.

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Equal Opportunity Employer/Minorities/Women/Veterans/Disabled

Job ID: 14000CYR-1
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