Dell Security Services Team Specialist - SecureWorks in Lisle, Illinois
Security Services Team Specialist
SecureWorks is a global leader in providing intelligence-driven information security solutions. We play an important role, as no organization in the world is immune from cyberattacks and the nature of the attack is changing every day. Internet security is a problem that will never be solved. Unlike point products that address a specific technology issue, we attack the problem holistically by analyzing threat actor tactics, techniques and procedures, and develop solutions using best-of-breed technologies to protect our clients. We are one of the best in the world at understanding the threat.
In short, we give our clients an early warning capability. SecureWorks was founded in 1999 and headquartered in Atlanta, Ga., with offices in all the major security markets around the globe. We have more than 2,000 team members, and partner with more than 4,200 clients in 59 countries to keep the bad guys out of their networks. We’ve been consistently recognized by industry analysts, readers’ polls and as a leader in the Gartner Magic Quadrant for managed security services, worldwide.
Working in a 24X7 Security Operations Center, the Security Services Team Specialist answers inbound phone calls, addresses customer emails, triages service requests, and provides day to day support for the neighboring teams within SecureWorks’ Security Operations Team. Additional duties include, but are not limited to, assisting customers with issue resolution, updating customer records within a CRM ticketing system, escalating issues on the customer’s behalf to members of the sales and operations organization, and performing routine technical tasks related to the management and monitoring of the services that a customer receives.
-Work in a shift-based schedule within a 24X7 Security operations Center- Be able to work a schedule that encompasses minimally working a weekend day in addition to being available during off-hours as required
-Take ownership of, triage, and update tickets generated by a CRM ticketing system
-Respond to inbound phone and electronic requests for technical assistance with SecureWorks products
-Manage all customer situations in a professional and courteous business manner with an emphasis on customer satisfaction. Assess and escalate to next level as needed
-Keep customers abreast of problem status, set clear expectations and provide timely follow-up to customers on a daily basis
-Meet service level agreements regarding response time and customer notification as it pertains to SecureWorks’ Managed Security Services
-Respond to customer requests for assistance on the SecureWorks portal in a timely manner
-Document all communications with customers and intradepartmental constituents related to outstanding technical issues in order to escalate to next level
-Utilize internal guidelines for effective call processing and escalation of reported problems
-Remotely assist with basic technical support related the management and monitoring of customer security devices; this support will include, but not be limited to, assisting customers with the replacement of defective security devices, setting up read-only accounts to 3rd party management consoles, modifying customer portal account views, etc.
-Generate and update technical documentation as required.
-Demonstrate excellent communication and customer care skills by documenting all analysis work performed. Manage, participate in, or directly work on any additional projects, assignments, or initiatives assigned by management
As a managed security provider, 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.
-4-6 years of relevant experience or equivalent combination of education and work experience; undergraduate degree and 0-2 years of relevant experience
-Excellent written and verbal communication skills, time management and organizational skills
-Basic understanding of intrusion detection, firewall operations, and other
general security practices, Unix/Linux OS and computer network fundamentals
-Working knowledge/experience of network systems, security principles, and applications
-Knowledge of client service principles and commitment to client service
-Knowledge of general software and internet applications
-Experience with a software company or ‘security’ specific previous role
Atlanta, GA or Lisle, IL
SecureWorks is an Equal Opportunity Employer and Prohibits Discrimination and Harassment of Any Kind: SecureWorks is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at SecureWorks are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. SecureWorks will not tolerate discrimination or harassment based on any of these characteristics. SecureWorks encourages applicants of all ages.
Job: *Customer Care - Product Services
Organization: *Security Solutions
Title: Security Services Team Specialist - SecureWorks
Requisition ID: 160011AU
Other Locations: North America-US-GA-Atlanta