Security Services Agent

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Job summary

Job description

• Demonstrate an exceptional standard of quality of work
• Maintains and consistently demonstrates knowledge of company guidelines, processes, practices, and procedures; specifically, knowledge of ESET service delivery processes
• Respond to and report questions, concerns, and requests on a 24x7 basis
• Become familiar with all supported ESET business products (including EEI) and their inner workings (mainly configuration, detection, blocking, protection layers, cleaning-oriented features, etc.) as well as ESET security services offering, familiarize with ESET business products before their release
• With support of the employer, persistently look for education opportunities in the field of IT security and undergo advanced IT security trainings
• Respond to and solve basic and advanced security support related tickets in accordance with the defined procedures and if needed assist L3 to solve the ticket in question
• Schedule and work on remote sessions with customers
• Adhere to defined processes and communication standards while providing support to customers
• Perform security optimization of the threat monitoring system in the assigned environments
• Perform security monitoring and hunting services for assigned customers or environments
• Perform basic analysis of security threats and evaluation of the data about potential threats
• Prepare reports and communicate incidents to the customer
• Provide consultations to the customer and offer cyber security recommendations
• Adhere to defined processes and communication standards while providing support to customers
• During downtime, this role transitions to assist Business Technical Support

Skills:
• Experience with tools for communication with customer and its environment (ticketing system, remote access, etc.)
• Advanced understanding of operating systems (Windows, macOS, Linux), including concept of file system, processes, services, registry, scheduling, etc.
• Advanced understanding of ESET business products, logs and log collection, and protection layers
• Understanding of and intent to expand knowledge of malware: attack vectors (malicious links, email attachments, downloads, drive-by, exploits, open RDP, social engineering, etc.)
• Understanding of and intent to expand knowledge of malware: threat types (phishing, ransomware, financially motivated malware, spyware, backdoor, botnet, etc.)
• Understanding of malware detection: false negative and false positive
• Understanding of cyber-attack anatomy and ability to identify attacks
• Understanding of security hygiene concepts
• Understanding of concept of IOCs, TTPs, files, file types, file hashes, URLs, domains, IPs
• Advanced understanding of computer security incident handling
• Advanced understanding of networking (IP address, port, protocol, MAC address, etc.)
• Ability to keep up with trends and new developments in cyber security field (e.g. new types of attacks, new protection measures in ESET business products or in general, etc.)
• Ability to do analysis of issues reported by customers and provide solutions based on previous experience or known/defined procedures or tutorials.
• Ability to reproduce problems on controlled environment and do basic root cause analysis
• Experience with forensic tools (data collection)
• Ability to perform basic forensic analysis based on previous experience or known/defined procedures or tutorials
• Ability to perform basic DFIR assistance based on previous experience or known/defined procedures or tutorials
• Experience as SOC analyst or with security monitoring of computer environment, analysis of suspicious behavior and evaluating outputs from systems for security monitoring (EDR, SIEM, etc.) is an advantage

PERFORMANCE MEASURES:
• Must keep scheduled meetings, calls and follow-up requests
• Must provide solution-oriented responses to customers in adherence with established SLAs
• Must be willing to travel and work alongside network administrators and/or for training and developmental purposes
• Must provide in-depth root-cause analysis of Product Technical issues
• Must facilitate knowledge transfer to the other Service team members in alignment with Technical Support Management team learning objectives
• Must be available for 24/7 on-call duties and after-hours calls to resolve escalated security incidents
COMPETENCIES:
• Monitors and checks work to meet quality and process/workflow standards; demonstrates a high level of care and thoroughness; checks work to ensure completeness and accuracy, communicates effectively to adjacent departments and roles
• Maintains effective performance under pressure; handling stress in a manner that is acceptable to others and to the organization
• Emphasizes customer success through effective communication of security incidents and news to external and internal customers
JOB FIT:
• Motivated and able to consistently complete tasks with daily/weekly/monthly deadlines
KEY TECHNICAL SKILLS, QUALIFICATIONS and EDUCATION:
Experience: 2+ years of experience in IT security and/or experience as SOC analyst
Education: BA or BS in Computer Science, Engineering or equivalent Required. May be substituted with relevant work experience and technical certifications such as CEH, CCE, CRISC, CISM, CISSP, CompTIA Network+, Security+, MTA, MCSA, MCSE, or GIAC (GSEC, GCIH) Certifications.

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