Dell Sr Analyst, Customer Services - SecureWorks in Atlanta, Georgia

Sr. Analyst, IT Security

SecureWorks Security Services Team

SecureWorks is a global leader in providing intelligence-driven information security solutions. We play an important role, as no organization in the world is immune from cyberattacks and the nature of the attack is changing every day. Internet security is a problem that will never be solved. Unlike point products that address a specific technology issue, we attack the problem holistically by analyzing threat actor tactics, techniques and procedures, and develop solutions using best-of-breed technologies to protect our clients. We are one of the best in the world at understanding the threat.

In short, we give our clients an early warning capability. SecureWorks was founded in 1999 and headquartered in Atlanta, Ga., with offices in all the major security markets around the globe. We have more than 2,000 team members, and partner with more than 4,200 clients in 59 countries to keep the bad guys out of their networks. We’ve been consistently recognized by industry analysts, readers’ polls and as a leader in the Gartner Magic Quadrant for managed security services, worldwide.

Role Overview

Working in a 24X7 Security Operations Center, The position requires answering inbound phone calls, addresses customer emails, triages service requests, and provides day to day support for the neighboring teams within SecureWorks’ Security Operations Team. Additional duties include, but are not limited to, assisting customers with issue resolution, updating customer records within a CRM ticketing system, escalating issues on the customer’s behalf to members of the sales and operations organization, and performing routine technical tasks related to the management and monitoring of the services that a customer receives.

Role Responsibilities

-Work in a shift-based schedule within a 24X7 Security Operations Center with the ability to work a schedule that encompasses minimally working a weekend day in addition to being available during off-hours as required.

-Take ownership of, triage, update tickets generated by a CRM ticketing system and respond to inbound phone and electronic requests for technical assistance with SecureWorks products.

-Manage all customer situations in a professional and courteous business manner with an emphasis on customer satisfaction. Assess and escalate to next level as needed. Keep customers abreast of problem status, set clear expectations and provide timely follow-up to customers on a daily basis.

-Meet service level agreements regarding response time and customer notification as it pertains to SecureWorks’ Managed Security Services

-Respond to customer requests for assistance on the SecureWorks portal in a timely manner.

-Document all communications with customers and intradepartmental constituents related to outstanding technical issues in order to escalate to next level.

-Utilize internal guidelines for effective call processing and escalation of reported problems.

-Remotely assist with basic technical support related the management and monitoring of customer security devices; this support will include, but not be limited to, assisting customers with the replacement of defective security devices, setting up read-only accounts to 3rd party management consoles, modifying customer portal account views, etc.

-Generate and update technical documentation as required. Contribute to projects of varying scales such as upgrades, migrations and new offerings, and perform other essential duties as assigned

-Demonstrate excellent communication and customer care skills by documenting all analysis work performed. Manage, participate in, or directly work on any additional projects, assignments, or initiatives assigned by management

As a managed security provider, SecureWorks expects its employees to understand and apply commonly known security practices and possess a working knowledge of applicable industry controls such as NIST 800-53. Employees will be expected to acknowledge their security responsibilities in writing prior to gaining access to company systems. Employees will be required to maintain a working knowledge of local security policies and execute general controls as assigned.

Requirements

-3 years of relevant experience plus a relevant 4 year undergraduate degree

-Excellent written and verbal communication skills, time management and organizational skills

-Basic understanding of firewall operations, and other general security practices, an understanding of Unix or Linux operating systems is a plus, and computer network fundamentals

-Efficiently troubleshoot complex network issues in enterprise environments while adhering to best practice security policies

-Working knowledge/experience of network systems, security principles, and applications

-Knowledge of client service principles, commitment to client service, general software and internet applications

Location

Atlanta, GA or Lisle, IL

SecureWorks is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity and/or expression, national origin, protected veteran status, disability, genetics, or citizenship status (when otherwise legally authorized to work) and will not be discriminated against on the basis of such characteristics or any other status protected by the laws or regulations in the locations where we operate. SecureWorks encourages applicants of all ages.

Job: Customer Services

Organization: Security Solutions

Title: Sr Analyst, Customer Services - SecureWorks

Location: GA-Atlanta

Requisition ID: 17000X58

Other Locations: North America-US-RI-Providence, North America-US-IL-Lisle