Level 1 Support Analyst

  • IT Consultancy
  • €30,000 Base Salary + Benefits
  • South Dublin Based

Your role will be to provide 1st Level support to their customers across Security, Infrastructure and Network domains. To achieve this your responsibilities will be:

  • Respond to alerts triggered from the monitoring system and issues raised by customers via email and phone and our ticketing portal.
  • Perform basic troubleshooting for alerts/issues raised in a timely and effective manner.
  • Accurately record all tickets raised on the ticket management system.
  • Adhere to strict SLA's when dealing with support tickets
  • Perform day-to-day security checks for managed clients
  • Provide scheduled reports on Firewall Capacity, IPS, TVM and SIEM.
  • Monitor and proactively manage different types of network systems using a multi-user management system.
  • Track and follow up on tickets from creation to resolution.
  • Escalating incidents, as required, to the appropriate 2nd and 3rd Level Support teams.
  • Acting as a liaison between our customers and our technical teams.
  • Liaise with third party support organisations for repairs and replacements.
  • Prioritise daily/weekly/monthly work in accordance with small projects and daily support required by the business.
  • To perform ad-hoc tasks and projects and reports as required.
  • Participate in a shift rota

Qualifications:

It is desirable to have a degree in Cyber Security, Computer Sciences or equivalent discipline; whilst the qualifications are desirable, a strong work ethic and willingness to learn new technologies is essential.

Experience

  • Strong knowledge of customer service techniques and processes.
  • Excellent communication skills both written and verbal and to be able to communicate with the customer.
  • Excellent analytical and listening skills.
  • To be able to demonstrate a keen sense of customer awareness.
  • The ability to work as part of a team, to tight deadlines and during busy periods.
  • Flexibility to work by shift
  • Good working knowledge of ITIL best practices.
  • Experience working in a SOC environment desirable.
  • Good working knowledge of network infrastructure TCP/IP, Switching, Firewalls.
  • Certification in any of the following desirable. CCNA, CCSA, Network +

Familiarity with some of the following technologies would be advantageous.

  • Remedyforce
  • PRTG
  • SNMPc
  • SPLUNK
  • Logic Monitor
  • FireEye,
  • CyberArk
  • Qualys
  • Checkpoint

APPLY to be immediately considered, for a chance to work in an organization with a big career path and plenty of growth opportunities. 

 

 

Gavin  Brennan does  Network & Security Dublin

Gavin does...

Network & Security Dublin

gavinb@therecruitmentcompany.com
+353 87 793 9688