Cybersecurity Technician I

Position Summary: The Cybersecurity Technician I provides technical cybersecurity support to customers by researching and answering questions in a professional manner via phone and email, troubleshooting problems, monitoring and assessing alerts, and closing tickets efficiently. The position provides rapid response to alerts by following detailed policies, procedures, and standards to ensure protection of customers information assets. This individual collaborates with any and all parties necessary to defend against information security incidents, as well as identifying, analyzing, communicating, and escalating these incidents when they do occur.

The cybersecurity department operations 24/7. A variety of shifts are available to ensure coverage including 1, 2, and 3 shifts and weekends.

Responsibilities

• Provides Level 1 support regarding security alerts of customers, escalating when necessary.
• Answers Level 1 inbound calls, support tickets, and web chats in a professional manner.
• Assesses customer cybersecurity support needs.
• Follows detailed procedures, step by step, to ensure the protection of customers information assets.
• Reviews alerts and data from sensors and documents formal, technical incident reports.
• Researches emerging threats and vulnerabilities to aid in the identification of network incidents.
• Provides incident response support, including mitigating actions to contain activity and facilitating forensics analysis when necessary.
• Partners with IT process and control owners and supports legal and regulatory deliverables.
• Delivers results by responding and closing alerts with efficiency to ensure time to close requirements are met.
• Maintains a professional image and demonstrates an understanding of and follows all Trapp Policies and Procedures
• Other duties as assigned

Qualifications

• Minimum of two years customer support experience in a technical environment, preferred.
• Ability to follow detailed procedures and policies.
• Ability to type 30 WPM
• Ability to compose grammatically correct, concise and accurate notes
• Possess good troubleshooting skills and be able to isolate and fix problems quickly
• Enhanced ability to interpret customer's description of problem, troubleshoot and provide solutions, summarize and document interaction
• Proficient PC skills to include Excel, Word, and Microsoft Outlook.
• Exceptional organization and time management skills.
• Excellent written and verbal communication skills.
• Provides strong customer service to internal and external customers.
• Ability to manage multiple tasks and deadlines in a fast-paced environment.

• Minimum of two years customer support experience in a technical environment, preferred.
• Ability to follow detailed procedures and policies.
• Ability to type 30 WPM
• Ability to compose grammatically correct, concise and accurate notes
• Possess good troubleshooting skills and be able to isolate and fix problems quickly
• Enhanced ability to interpret customer's description of problem, troubleshoot and provide solutions, summarize and document interaction
• Proficient PC skills to include Excel, Word, and Microsoft Outlook.
• Exceptional organization and time management skills.
• Excellent written and verbal communication skills.
• Provides strong customer service to internal and external customers.
• Ability to manage multiple tasks and deadlines in a fast-paced environment.