Cyber Security Support Specialist - Tier 2

Summary

Join New Era Technology, a global company with over 4,500 professionals, dedicated to providing secure technology solutions. As a NetSec Support Specialist Tier 2, you will deliver high-quality IT support services, including troubleshooting, consulting, and ticket management. You will be responsible for resolving security incidents, system vulnerabilities, and user security issues, working closely with security engineers and IT teams. This role requires strong troubleshooting skills, knowledge of SIEM tools, and experience with various security technologies. New Era offers a team-oriented culture, continuous training, and competitive benefits, including full benefits, 401K match, and 28 PTO days.

Requirements

• Outstanding capabilities to troubleshoot and correct client issues
• Strong broad-based knowledge of SIEM tools (e.g. Sentinel, Perch Etc. )
• Familiarity with Windows, Linux, and cloud security environments (Azure, VMware, AWS)
• Experience with firewalls, antivirus, IDS/IPS, and EDR ( Sentinel One, CrowdStrike)
• Understanding of incident response processes and cybersecurity best practices
• Ability to communicate effectively and professionally with all customer contacts
• Ability to provide clear written communication for tickets
• Clear written communication to maintain organization and control over all information related to customer tickets and assignments
• Excellent verbal skills for customer interaction
• Excellent documentation skills
• Dedicated to always providing exceptional customer service
• Proficiency in all aspects of the core technical requirements
• Strong team collaboration skills
• 2-3 years’ experience as a NetSec Support Specialist Tier 2
• Identify, Troubleshoot and analyze Security Alerts & Threats including Phishing, Ransomware, Malware etc
• Proven experience with systems security principles, and general maintenance best practices
• Participate in planning and execution of new and existing equipment hardware and firmware upgrades
• Working technical knowledge of current network hardware, protocols, and security standards
• Fundamental knowledge of Network relationship to cyber security principles and practices

Responsibilities

• Customer Satisfaction through the delivery of world class Support Services
• Optimizing productivity while assigned to customer tickets or projects
• Ability to prioritize work through ticket and project status
• Problem-solving and resolution of network issues and escalating where appropriate
• Ticket Quality Control and Ticket Management
• Customer Service including phone, video, and email communication
• Occasional on-site to nearby customers (less than 5%)
• Occasional on-call responsibility/rotation
• Participation in process improvement initiatives
• Documentation skills for customer environments

Preferred Qualifications

• CompTIA Security+
• Experience with multiple network technology stacks. (Solar Winds and Auvik)
• Experience with RMM tools (N-able, Screen Connect, Automate)
• Knowledge and experience in network virtualization technologies. (Azure and AWS)
• Experience in MSP’s with tools such as Connectwise or ITGlue is a bonus

Benefits

• Full Benefits
• Medical
• Dental
• Vision
• 401K match
• 28 PTO Days including company holidays