You are an outgoing, self-motivated, "people person" who thrives on delivering exceptional customer service every day.
In this crucial customer-facing role you will be responsible for:
- Engineering, implementing and monitoring security measures for the protection of computer systems, networks, and information
- Performing security assessments, identifying and defining system security requirements
- Designing computer security architecture and developing detailed cybersecurity designs
- Preparing and documenting standard operating procedures and protocols
- Configuring and troubleshooting infrastructure devices and software
- Developing technical solutions and new security tools to help mitigate security vulnerabilities and automate repeatable tasks
- Educating the company and clients (security awareness training) and ensure that they know as much as possible, as quickly as possible about security incidents
- Writing comprehensive reports including assessment-based findings, outcomes, and propositions for further system security enhancements
- Evaluating new security tools and products as they become available and as they evolve
- Technical services, support and troubleshooting at the network level: WAN and LAN connectivity, routers, firewalls, and security
- Remote access solution implementation and support: VPN, Terminal Services, and Citrix
- Communicating with customers as required: keeping them informed of incident progress, notifying them of impending changes, or agreed outages
- Writing and maintaining technical documentation, customer environment documentation and how-to guides
- Creating Incident reports.
You will be working with various project teams while assisting our clients in all aspects of their technology needs - including day-to-day break/fix support, RCA (Root Cause Analysis) and preventative maintenance (PM). You will augment the Service Desk team to ensure that a consistent level of service is achieved, and that security and network best practices are adhered to.
You have:
- A passion for excellent customer service and for seeing others succeed
- Strong verbal and written communication skills
- The ability to present ideas in user-friendly language
- Problem-solving, critical thinking and analytical skills
- Both deep and wide expertise in the security space
- Comfort in making decisions independently
- Attention to detail while also keeping in mind the big picture
- A drive for meeting expectations and you strive to exceed expectations
- An ability to successfully manage and complete multiple tasks within a deadline.
Additional Expectations:
- Fast turnaround of customer requests
- Competency with ticketing systems and Remote Management and Monitoring software (e.g. ConnectWise, Autotask, DattoRMM, Freshdesk, SD+)
- Improving customer service, their perception, and satisfaction
- Ability to work in a team and communicate effectively
- Escalating service issues that cannot be completed within agreed service levels
- Entering all work as a service ticket (Autotask)
- Improving internal processes to streamline support, reduce costs, and to improve overall customer service
- Maintaining specific knowledge of the customer and how IT relates to their business strategy and goals
- Responsible for entering time and expenses as they occur
- Reviewing IT publications and online materials to remain up-to-date with current and future technologies emerging in the industry.
Knowledge/Skills/Abilities Required:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required:
- Experience in building and maintaining security systems
- Hands-on experience in security systems, including firewalls, intrusion detection systems, anti-virus software, authentication systems, log management, content filtering, etc
- Experience with network security and networking technologies and with system security, and network monitoring tools
- Thorough understanding of the latest security principles, techniques, and protocols
- Familiarity with web-related technologies (Web applications, Web Services, Service Oriented Architectures) and of network/web related protocols
- Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE, Citrix CCEA or CCIA, Fortinet NSE4, Cisco CCNA, or VMware VCP
- Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care
- Problem solving skills and ability to work under pressure to diagnose technical issues
- Ability to multi-task and adapt to changes quickly
- Service awareness of all organization’s key IT services for which support is being provided
- Understanding of support tools, techniques, and how technology is used to provide IT services
- Typing skills to ensure quick and accurate entry of service request details, and to create documentation
- Self-motivated with the ability to work in a fast-moving environment.
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Required Experience:
- Minimum 3 years of hands-on network and security related experience
Job Types: Full-time, Permanent
Pay: $65,000.00-$82,000.00 per year
Additional pay:
Benefits:
- Casual dress
- Company events
- Dental care
- Flexible schedule
- Paid time off
- Vision care
Schedule:
- 8 hour shift
- Monday to Friday
- Weekends as needed
Application question(s):
- Are you located in British Columbia, Alberta, Saskatchewan or Manitoba? (In Canada?)
Experience:
- Network security: 3 years (required)
Language:
Work Location: Remote
Application deadline: 2024-11-30
