Technical Support Associate - SOC
Trustwave is a leading cybersecurity and managed security services provider that helps businesses fight cybercrime, protect data and reduce security risk. Offering a comprehensive portfolio of managed security services, security testing, consulting, technology solutions and cybersecurity education, Trustwave helps businesses embrace digital transformation securely. Trustwave is a Singtel company and the global security arm of Singtel, Optus and NCS, with customers in 96 countries. For more information about Trustwave, visit https://www.trustwave.com.
Please note, this is an evening shift job. It will start as a 9:00PM to 6:00AM shift Tuesday through Sunday. It will eventually cover every day of the week in 5 work day shifts.
A Technical Support Associate is the first line of customer support within ASOC (Advanced Security Operation Center) Threat Prevention department which is one of the Trustwave pillars for managed security services practice. Primary role of ASOC Threat Prevention is customer premises equipment management.
Main role of the first line support is handling customer calls, which contains:
• Find calling customer in Trustwave MSS database and authenticate.
• Verify calling person authorization level.
• Gather information about reported request / problem and document it in incident log ticket.
• When applicable, perform fundamental script-based troubleshooting (e.g. check power, cabling, LED status).
• Classify reported incident based on impact and urgency.
• Escalate as necessary for further investigation.
Skills & Knowledge Requirements:
• Very good English – spoken and written. Fluency has to be demonstrated during interview process.
• Excellent customer service skills.
• Detail oriented.
• Ability to follow strictly defined processes.
• Basic networking and security knowledge (IP addressing, subnetting, firewalls, whitelisting/blacklisting, NAT, proxy, mail, etc.)
Additional desired experience (is a plus):
• Worked on similar position.
• Good analytical thinking and problem-solving skills.
• Self-managed and team oriented.
• Goals oriented.
• Highly motivated.
We prefer college-educated applicants, but at minimum, high school diploma or equivalent is required for employment.
Trustwave is an Equal Opportunity Employer of Minorities, Females, Protected Veterans, and Individuals with Disabilities.
To All Agencies:
Please, no phone calls or emails to any employee of Trustwave outside of the Talent Acquisition team. Trustwave’s policy is to only accept resumes from agencies via the Trustwave Agency Portal. Agencies must have a valid fee agreement in place and they must have been assigned the specific requisition to which they submit resumes, by the Talent Acquisition team. Any resume submitted outside of this process will be deemed the sole property of Trustwave and in the event a candidate is submitted outside of this policy is hired, no fee or payment of any kind will be paid.
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