Support Analyst

Sentinel•Downers Grove, IL

6d•$70,000 - $100,000•Remote

About The Position

The Sentinel Support Analyst will be responsible for supporting, administering, troubleshooting, repairing, and escalating customer issues across a wide line of technologies all with a security focus. This position can work remote within the United States and occasional travel to Downers Grove, IL required as needed. The analyst will need excellent written and verbal communication skills to tactfully assist customers to ensure that requested moves, adds, and changes are performed with security as the prevailing measure to protect the client computer systems, networks, and data. Analysts are expected to stay up to date on the latest security intelligence, including hackers' methodologies, to properly implement system and application changes. The Analyst will manage requests assigned to the team/personal queue within the established Service Level Agreement (SLA). Efficient ticket management is expected. The analyst may also be expected to perform system/platform health checks for various security products as needed. The analyst may be required to assist with escalated security engagements on an as needed basis.

Requirements

Customer-facing technical resource responsible for troubleshooting, reporting, and communicating with both technical and non-technical stakeholders.
Experience working with and supporting at least three of the following security technologies: Cisco Security Products (CSE, Umbrella, Secure Network Analytics, DUO), Various EDR Platforms (Cylance, CrowdStrike, Defender, SentinelOne), Tenable Products (IO, SC, Lumin), Horizon 3 Node Zero, Email Security Products (Proofpoint, Mimecast, Cisco Secure Email), Darktrace.
Understanding of network protocols and traffic flow in an enterprise environment.
Ability to perform security whitelisting of false-positives, and evaluating security requests for change across multiple security platforms.
Ability to analyze change impacts and articulate why changes may weaken security envelopes.
Knowledge of Domain Name System (DNS) technologies and how they are secured.
Strong verbal, written, presentation, and report-writing skills.
Staying current on IT security trends, vulnerabilities, and news.
Researching security enhancements and best practices.
Recommending security enhancements and services.
Must be able to meet and uphold CJIS requirements.
Legally authorized to work in the US without sponsorship.
Must demonstrate a “can-do” attitude.
Display "ACE" factor – Attitude, Compassion, and Enthusiasm to deliver quality solutions with exceptional customer service.

Nice To Haves

Experience with Virtualization Technologies (VMware, Hyper-V).
Basic knowledge of Linux.
Microsoft SC-500 certification.

Responsibilities

Supporting, administering, troubleshooting, repairing, and escalating customer issues across a wide line of technologies with a security focus.
Assisting customers to ensure that requested moves, adds, and changes are performed with security as the prevailing measure to protect client computer systems, networks, and data.
Staying up to date on the latest security intelligence, including hackers' methodologies, to properly implement system and application changes.
Managing requests assigned to the team/personal queue within the established Service Level Agreement (SLA).
Performing system/platform health checks for various security products as needed.
Assisting with escalated security engagements on an as needed basis.