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HelpDesk Support Analyst (Wilmington, DE, USA)

Department: Services

Location: Wilmington, DE, USA

Position Description:
We are seeking highly motivated individuals to provide first level technical helpdesk support to our global customer base. In this customer-focused role, you will be responsible for the proper and timely escalation of security events based on analysis of presented data. You will also perform network-based Intrusion Detection System (NIDS) analysis as well as monitoring and "hands-on" installation of various firewall and server/appliance platforms.

Job Responsibilities:
  • Provide technical support for installed base of Firewall Appliance, including responding to general customer questions, troubleshooting, and Move/Add/Change support.
  • Provide service ticket management, troubleshooting, resolution and technical support for customer Managed Security Services offerings- including Firewalls, Unix Security, Certificate services, and Vulnerability assessment products.
  • Triage incoming alerts for security incidents and escalate as required.
  • Monitor the health and security of various firewall appliances and NIDS sensors; respond and follow-through as needed.
  • Perform security analysis of daily security reports and data, utilizing standard tools and methodologies. Escalate security events to appropriate team members as necessary.
  • Work closely with customers for the configuration of new software applications through various firewall platforms.
  • Build various firewall platforms in preparation for shipment to customer.
  • Support ongoing projects by assisting in testing and documentation as required. This may include regression testing, technical documentation, and test preparation.
  • Perform administrative tasks and other duties as assigned to support projects and ongoing operations, to include shipping coordination and materials preparation.


Requirements:
  • Must have completed a technical training course or have at least 2 years of similar experience in a customer support role. CISSP certification is preferred.
  • Experience using ticketing systems is a plus.
  • Must have basic knowledge of networking and TCP/IP.
  • Must be professional, self-directed and motivated, with ability to work independently, as well as collaboratively in a team environment.
  • Strong interpersonal and customer service skills, with ability to effectively multi-task and prioritize customer needs in a fast-paced environment.
  • Excellent oral and written communications skills, with strong focus on good security practices.
  • Experience with SCADA networking and UNIX system administration is a plus.
  • Must present a professional image, with ability to safeguard confidential customer information.


We offer competitive compensation and comprehensive benefits, to include medical, dental, life and disability insurance.

Day and evening shifts are available. Please submit resumes to soc3@industrialdefender.com, indicating your shift preference and hours of availability. No calls, or third parties, please.


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Industrial Defender, Inc.

Industrial Defender, Inc., the global leader in Cyber Risk Protection™, is the first company to offer a completely integrated Defense-in-Depth™ cyber security solution designed to protect the industrial control system and SCADA environment in a flexible and cost effective platform.  This comprehensive Cyber Risk Protection™ lifecycle solution enables the efficient assessment, mitigation and management of cyber security risk within the critical infrastructure network domain.  Formerly known as Verano, Inc., Industrial Defender is a privately held company with over 17 years of industrial control system and SCADA industry experience, and more than 6 years of industrial cyber security experience – recently recognized by Frost and Sullivan’s 2008 Company of the Year Award.  Industrial Defender has completed more than 90 process control / SCADA cyber security assessments, more than 2,000 global technology deployments in securing critical infrastructure systems, more than 3,000 mission critical SCADA deployments and provides managed security services for 160 process control plants in 21 countries.

   
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