Security Tool Support Analyst

Responsibilities

• Serve as initial point of contact for all issues related to security tools across engineering and other technologies.
• Perform real-time monitoring of availability and operations of security tools and technology.
• Review and understand technical and operational documentation.
• Review and approve firewall requests.
• Track operational aspects of security monitoring equipment and software, scheduled tasks, reporting, alerting, and other key aspects of security tools' health.
• Report observed issues or outages using the standard ticketing system.
• Perform initial troubleshooting, symptom documentation, and initial issue isolation.
• Implement changes within the scope of Level 1.
• Escalate issues to next level support, vendor, or leadership.
• Triage issues coming from chat, call, emails, and tickets (incident, request).
• Attend meetings and escalation/bridge calls....