RSOC Monitoring Technician

What this Job Entails: 

The Security Operations role is part of a team that monitors and responds to tickets related to internal users’ system access. The role will respond and resolve tickets related to access issues with internal systems for users (“agents”). The role will troubleshoot and resolve standard access issues, and escalate to senior members of the team when appropriate or needed. The role will draw from backgrounds such as helpdesk/customer support operations, infrastructure/application troubleshooting, and software development to resolve systems access issues and bugs. 

Scope: 

• Applies company policies and procedures to resolve routine issues

• Works on problems of limited scope

• Receives detailed instructions

Your Roles and Responsibilities:

• Assist with triage of incoming requests and overall queue management

• Help to troubleshoot, debug and resolve general issues based on process and knowledge-base documentation

• Escalate to appropriate resources to get issues resolved

• Help to consult on system access policies, collect requirements and implement access controls with general supervision and guidance

• Assist with development of process documentation and identifying opportunities for process improvements

• Help to develop and maintain playbooks and help content using intranet sites/docs/content platform w/ support/involvement from system process/data owners

• Other duties as required. This list is not meant to be a comprehensive inventory of all responsibilities assigned to this position

Required Qualifications/Skills:

• Bachelor’s degree (B.S/B.A) from four-college or university and 0 to 2 years’ related experience and/or training; or equivalent combination of education and experience 

• Builds stable working relationships internally

• Follows standard practice and procedures when analyzing situations or data

• Collaboration skills for working across geographically dispersed user-base.

• Strong analytical, troubleshooting and problem-solving skills

• Excellent written and verbal communication skills

• Knowledgeable about domains

• Understanding of scripting and software development

• Ability to manage conflicting priorities under guidance

• Familiarity with documenting support workflows and processes

• Understanding of various ticketing systems, SQL, and dashboards

Preferred Qualifications: 

• Familiarity with general software/applications framework and structure 

Physical Demand & Work Environment:

• Must have the ability to perform office-related tasks which may include prolonged sitting or standing

• Must have the ability to move from place to place within an office environment

• Must be able to use a computer

• Must have the ability to communicate effectively 

• Some positions may require occasional repetitive motion or movements of the wrists, hands, and/or fingers