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Security Analyst I

2 weeks ago

Laval, Canada Evergreen Technologies, LLC. Full time

**Title**:Security Analyst I (SASE)

**Qualifications**:

- Minimum Requirements: Associate Degree in a technical discipline and 3-4 years technical/telephony experience with 3+ years directly related to the job; or 6+ years of directly related telephony or network operations experience and/or an equivalent combination of education and directly related experience required

**Responsibilities**:

- The Security Analyst I performs Tier I response and customer-facing support for Windstream's suite of managed SASE (Secure Access Service Edge) products and services
- Maintain an effective, courteous, and timely channel of communication with customers from initial inbound call or outbound contact to satisfactory resolution of all issues
- Follow established identity assurance and access control procedures to guarantee the confidentiality and integrity of our customers' sensitive data
- Quickly and efficiently identify, troubleshoot, and resolve emergent customer network security issues with an objective of first call-resolution
- Monitor and manage multiple automated ticket queues and triage/address as appropriate to meet established service level agreements for the services in question
- Maintain currency in CSOC and Windstream product and service offerings, as well as support objectives and requirements thereof
- Ability to speak competently regarding customer's networks and network interconnects at all scales, and the Windstream SASE product suite
- Troubleshooting and support of all features and functions SASE (Secure Access Service Edge): VPN/SDP configurations accommodating a range of topologies, integration of customer-owned AAA platforms, high-availability architectures of all kinds, SD-WAN, firewall policies, SWG, CASB, DLP along with Cloud based architectures (Azure/AWS/Google)
- Basic understanding of all Security platforms and the products and services supported by CSOC
- Answer incoming customer and intra-team calls as presented to CSOC's 24/7/365 support call center
- Dynamically balance individual workload to accommodate ticket-related workload and incident response with the need to maximize call-queue availability
- Monitor alerts generated by Windstream's customer-facing SASE Managed Detection & Response as assigned, and respond accordingly triage, de-duplicate, clear, and/or escalate presented issues to higher-tier Analysts as appropriate
- Rigorously and accurately document all work carried out in response to customer issues and requests to assure consistency, transparency, validity, and auditability of all troubleshooting efforts undertaken
- Coordinate with Team Leads, higher-tier Analysts, and Engineers to identify workflow-impacting and/or service-impacting issues as they arise