Responsibilities:

• Configure and troubleshoot advanced/complex client requests for client’s managed products and services with a focus on Endpoint deployments.
• Process and remediate escalated NOC client issues
• Identify and develop documentation and knowledge base articles for all NOC
• Document all actions in cases to effectively communicate information internally and to the client
• Open tickets with Vendor support and coordinate solutions when necessary
• Work on projects as assigned by leadership
• Submit appropriate internal bug, support, and feature
• Perform large- and small-scale firmware upgrades for all clients
• Attend relevant meetings and take notes as needed
• 24-hour On-Call rotation
• Perform Global change requests and script pushes
• Review Technician tickets for technical and process errors
• Maintain and expand working knowledge of current managed technologies and network security landscape
• Evaluate and assist with large-scale business-critical issues affecting NOC
• Perform high-level investigations and RCA based on findings
• Identify ways to improve existing processes with scale and vision to future developments
• Identify and develop documentation and knowledge base articles for all HALO members
• Provide overall guidance, instruction, and leadership to other NOC employees

Required Skills and Experience:

• Experience administering endpoint platforms, products, and concepts in the endpoint protection
• Experience with SentinelOne
• Knowledge of various operating systems in the Windows, Mac, and Linux
• Experience designing and operating security tools at the enterprise
• Understanding of how to balance security risks with various mitigation methods to deliver the best possible

• Ability to balance customer requests with an overall maintenance
• Process Improvement
• Understanding of IT Security concepts, best practices, and market direction
• 3+ years experience working in a professional IT environment
• 2+ years experience in Endpoint Security solutions
• 2+ years of customer service experience

Preferred Skills:

• Experience with CarbonBlack, Crowdstrike, Cylance, and/or SentinelOne
• Experience with traditional AV’s like McAfee, Symantec, Webroot
• Automation scripting (PowerShell, Python, batch files, )
• Virtualization – HyperV, VMWare, KVM
• Cloud experience – AWS, Azure, GCP
• Various Storage experiences (iscsi, fiber channel)
• Basic SIEM usage
• Basic Email Protocols and Functionality
• Understanding of networking, networking design, Ports & protocols, the OSI model, UDP & TCP communication flow
• Ability to use common networking tools (ping, nslookup, tracert, ) for troubleshooting

Education/Certifications/Training Required:

• Associates degree in Computer Information Systems, Computer Science, relevant alternative or equivalent work experience
• Server+, Security+, GSEC,

Education/Certifications/Training Preferred:

• Bachelor’s degree in Computer Information Systems, Computer Science, relevant alternative or equivalent work experience
• CISSP, CompTIA CASP+, Advanced level GIAC Certifications, Linux+, PenTest+, CEH