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As a member of the Optiv Security Operations Department, a Senior MSS TAC Engineer is responsible for the daily maintenance and attention to the implementation and operational success of a team of networking practitioners within Optiv Security Operations department. Senior engineers are positioned to support operational people managers. They would play a significant role in day-to-day decisions and function as a technical arm of management.

Senior engineers will operate in a 24x7x365 TAC (Technical Assistance Center) environment. They will support engineers delivering both third-party Authorized Support and Technology Management service lines who directly assist Optiv clients with their network and/or security-related issues and needs. These two service lines are often part of a much larger client-focused services agenda. Therefore, this position often plays a crucial part in helping to keep overall Optiv/client relationships successful.

How you’ll make an impact

• Troubleshoot technical issues over the phone and via secure screen share.

• Host troubleshooting conference calls bridging multiple individuals from vendors, clients, third parties, etc.

• Facilitate customer communication over the phone and email.

• Document actions in ticketing systems to effectively communicate information to both internal resources and external customers.

• Respond in a timely manner (with published SLA) to incidents and support requests.

• Perform basic and advanced troubleshooting to diagnose common network problems using fundamental TCP/IP network skills.

• Maintain lab and assist engineering staff with lab systems configuration.

• Update open ticket status for Engineers within the ticketing system.

• Train engineers on new products and features from supported or managed platforms.

• Organize “Tech Talks” as needed and on a regular cadence.

• Maintain and manage platforms used by associate engineers.

• Maintain and manage knowledgebase documentation regarding procedures and processes.

• Provide guidance and coaching from a technical perspective.

• Provide local management of their designated (vendor) POD.

• Provide overwatch.

• Assign tickets.

• Post internal notes, suggestions, and recommendations to support engineers.

• Assume responsibility for high-profile tickets (severity, situational, white-glove clients).

• Trail-blaze new vendors.

• Support MSS TAC Operational Leadership.

• Evaluate premature client and sales escalation requests and provide feedback for the next steps.

• Change Management:

• Host team Change Approval Board (CAB).

• Develop and maintain change templates.

• Coach and mentor engineers on internal change procedures.

• Develop and maintain change processes and procedures with the assistance of leadership.

• Assist with coordination and oversight of change tickets to ensure successful completion.

• Assist in operations and support of the MSS infrastructure.

• Perform technical screenings for interview candidates.

Who we are looking for

• A minimum of Associates Degree (A.A.) or equivalent from two-year college or technical school in Information Technology, Information Security/Assurance, Network Administration, Engineering, or related area of study.

• Related experience and/or training in a technology environment or equivalent combination of education and experience.

• Experience with either Palo Alto Networks or Check Point is preferred, but not required.

• One or more of the following certifications is highly sought:

• Palo Alto Networks – PCNSA, PCNSE

• Check Point – CCSA, CCSE

• F5 Networks – 301a/b (LTM), 302 (GTM) 303 (ASM), 304 (APM)

• Juniper Networks – JNCIS-ENT, JNCIS-SEC

• Seasoned knowledge and strong understanding TCP/IP networking.

• Mid-level desktop/networking experience, application software experience, with exposure to Microsoft and UNIX/Linux based operating systems.

• Previous IT help desk experience preferred.

• Scripting experience preferred. Languages: Python, JavaScript, Bash, PowerShell

• Strong soft skills.

• A passion for information, network, and data security

• A solid understanding of information security and networking

• Availability to respond to issues and engineer needs 24/7.

• Shift flexibility, including the ability to provide on-call support when needed.

• Demonstrated experience and success in a customer-focused satisfaction environment.

• Ability to work greater than 40 hours per week as needed.

• Ability to travel up to 10 percent of the time.

• Experience with managing a team of 12 – 15 individuals.

• Ability to communicate effectively to both technical and non-technical audiences.

• Ability to partner with others to reach consensus.

• Ability to work independently with little or no supervision.

What you can expect from Optiv

• A company committed to championing Diversity, Equality, and Inclusion through our Employee Resource Groups (http://www.optiv.com/company/about-us#dei-group) .

• Work/life balance

• Professional training resources

• Creative problem-solving and the ability to tackle unique, complex projects

• Volunteer Opportunities. “Optiv Chips In” encourages employees to volunteer and engage with their teams and communities.

• The ability and technology necessary to productively work remotely/from home (where applicable)

EEO Statement

Optiv is an equal opportunity employer (EEO). All qualified applicants for employment will be considered without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, status as an individual with a disability, veteran status, or any other basis protected by federal, state, or local law.

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