Network Security Administrator I

Network Security Administrator I

Career Level Summary

• Requires basic skills in an analytical or scientific method or operational process
• Leverages clearly defined standard operating procedures and/or scientific methods and adheres to quality guidelines
• Works with close supervision

Critical Competencies

• Service Delivery Effectiveness: Learns about SLAs within scope of own work and how to assess service delivery outcomes against desired standards
• Value Analysis: Provides customers with basic, standard information regarding products/offerings

Key Responsibilities

• Resolve or escalate level-appropriate technical issues for customers in accordance with team playbook guidelines via phone and ticketing
• Secure, administer, and improve customer networks, including firewalls, switches, load balancers, intrusion detection systems, and web application firewalls
• Configure firewalls (Cisco ASA/ASA-X, Juniper SRX), load balancers (F5 LTM/Brocade ADX/Citrix NetScaler), security technologies and networking devices
• Troubleshoot monitoring alerts and create tickets accordingly
• Escalate support requests according to escalation procedures
• Second rollover point for inbound customer calls
• Perform incident management identification, assist in managing and escalation
• Ensure adherence to customer & SLA commitments
• Monitor ticket response times and take appropriate actions to ensure team response time targets are met
• Collaborate with Account Managers and Business Development Consultants to build strong customer relationships
• Collaborate and share knowledge with other administrators on the support floor
• Provide Fanatical Experience to customers in all the above

Person Specification
Knowledge

• Basic OS troubleshooting knowledge for Network Security
• Basic knowledge to provide increased level of investigation into network issues.
• Ability to troubleshoot connectivity issues including ACLs, site-to-site VPNs, and client-to-site VPNs on Cisco ASA firewalls
• Basic understanding of Network Security related devices and tools: Firewalls, Switches, issues with VIPs on F5s and Brocade Load-balancers)
• Basic understanding of SSL & DNS
• Prefer basic understanding of patching - documents changes based on requests for change
• Prefer basic ability to apply change control procedures
• Prefer familiarity with cross platform basic troubleshooting tasks
• Prefer awareness of virtualization and/or cloud technologies e.g. VMWARE, Hyper-V, KVM and/or OpenStack
• Requires basic technical skills in analytical/scientific methods or operational processes to perform routine and straightforward activities
• Understands how the assigned duties relate to others in the team and how the team integrates with others

Skills

• Self-motivated with a strong desire to learn and improve both technical and 'people' skills
• Intermediate verbal and written communication skills and the ability to communicates basic technical information with team members
• Strives for performance improvements in oneself and peers
• Leads by example and motivates team members
• Organizational skills with the ability to provide quality at pace
• Ability to work at a team level as well as an individual level
• Ability to interact confidently with more senior and/or skilled areas of the business
• Able to communicate constructive feedback effectively
• Ability to adapt to changing business and technology requirements.

Education
Required

• Regional equivalent to High School Diploma
• Technical education or job acquired knowledge related to the duties of the role.

Preferred

• Higher education classes related to technology

Certifications

• Requires CCENT, CCNA or Network+ Level knowledge

Experience
Required

• 1-2 years of technical customer support experience OR education/certification to a level of proficiency to perform the role duties

Preferred

• Technical customer support experience in a client-centric ticket queue environment

Physical Demands

• General office environment: no special physical demands required
• May require long periods sitting and viewing a computer monitor
• Schedule flexibility to include working weekends and/or evenings and holidays as required by the business for 24/7 operations
• Work aligned to set shift hours, may require non-traditional work shift
• Ability to accommodate on-call rotations

Travel

• No travel required