SOC Technician

The IT Operations Technician position is an entry-level, full-time opportunity for an individual with prior, IT experience working in a multi-site, Contact Center-focused environment.

In this role, you will be responsible for proactive and reactive network monitoring of all our client's internal and external network, application, and hardware environments.

You will utilize analytical and problem-solving skills to identify, triage, and escalate issues to security engineers, network specialists, system engineers, and local helpdesk technicians.

You will be working within a group of highly motivated Information Technology and Cybersecurity professionals committed to keeping our client safe and secure.

Responsibilities :

• Monitor network performance, troubleshoot issues, and implement solutions to ensure optimal functionality.
• Collaborate with network engineers to optimize network configurations and address connectivity issues.
• Monitor security tools for active alerts and work with corporate security to resolve them
• Act as the first point of contact for IT incidents and problem resolution
• Respond to IT incidents promptly, identifying and resolving network-related issues.
• Collaborate with cross-functional teams to mitigate and escalate incidents as needed. Ensure proper escalation to technology operations teams and local system owners.
• Coordinate communications status updates to all stakeholders
• Maintain accurate documentation of network configurations, changes, and incident resolutions.
• Contribute to the development and maintenance of network-related documentation and procedures.
• Open and track support tickets with external vendors including telco and network carriers
• Assist in monitoring and analyzing security alerts to identify potential threats and vulnerabilities.
• Work with the security team to implement and maintain network security measures.

Required Education :

High School Diploma or equivalent

Technical certifications a plus

Required Experience :

• Computer literacy is a must
• Problem-solving skills
• Ability to communicate clearly in both written and speech
• Attention to detail
• Basic understanding of networking concepts, protocols, and technologies.
• Familiarity with network troubleshooting tools and methodologies.
• 2+ years in a previous IT role
• Previous help desk or IT ticketing experience a plus
• Previous network operations center or network administration experience a plus
• Basic knowledge of cybersecurity principles and best practices a plus.

The Security Operations Center is staffed 24x7x365, and this position will require night and / or weekend shifts. We will train the right individuals who demonstrate a strong aptitude for learning and a desire to gain new skills.