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
