Job Description
WHAT THIS JOB ENTAILS:
The Security Operations role is part of a team that monitors and responds to tickets related to internal users’ system access. The role will respond and resolve tickets related to access issues with internal systems for users (“agents”). The role will troubleshoot and resolve standard access issues, and escalate to senior members of the team when appropriate or needed. The role will draw from backgrounds such as helpdesk/customer support operations, infrastructure/application troubleshooting, and software development to resolve systems access issues and bugs.
SCOPE:
Applies company policies and procedures to resolve routine issues
Works on problems of limited scope
Receives detailed instructions
YOUR ROLES AND RESPONSIBILITIES:
Assist with triage of incoming requests and overall queue management
Help to troubleshoot, debug and resolve general issues based on process and knowledge-base documentation
Escalate to appropriate resources to get issues resolved
Help to consult on system access policies, collect requirements and implement access controls with general supervision and guidance
Assist with development of process documentation and identifying opportunities for process improvements
Help to develop and maintain playbooks and help content using intranet sites/docs/content platform w/ support/involvement from system process/data owners
Other duties as required. This list is not meant to be a comprehensive inventory of all responsibilities assigned to this position
REQUIRED QUALIFICATIONS/SKILLS:
Bachelor’s degree (B.S/B.A) from four-college or university and 0 to 2 years’ related experience and/or training; or equivalent combination of education and experience
Builds stable working relationships internally
Follows standard practice and procedures when analyzing situations or data
Collaboration skills for working across geographically dispersed user-base.
Strong analytical, troubleshooting and problem-solving skills
Excellent written and verbal communication skills
Knowledgeable about domains
Understanding of scripting and software development
Ability to manage conflicting priorities under guidance
Familiarity with documenting support workflows and processes
Understanding of various ticketing systems, SQL, and dashboards
PREFERRED QUALIFICATIONS:
PHYSICAL DEMAND & WORK ENVIRONMENT:
Must have the ability to perform office-related tasks which may include prolonged sitting or standing
Must have the ability to move from place to place within an office environment
Must be able to use a computer
Must have the ability to communicate effectively
Some positions may require occasional repetitive motion or movements of the wrists, hands, and/or fingers
WHAT CAN ASTREYA OFFER YOU?
Employment in the fast-growing IT space providing you with a variety of career options
Opportunity to work with some of the biggest firms in the world as part of the Astreya delivery network
Introduction to new ways of working and awesome technologies
Career paths to help you establish where you want to go
Focus on internal promotion and internal mobility - we love to build teams from within
Free 24/7 accessible Professional Development through LinkedIn Learning and other online courses to give you opportunities to upskill at your own pace
Education Assistance
Dedicated management to provide you with on point leadership and care
Numerous on the job perks
Market competitive compensation and insurance, health and wellness benefits
Additional Information Astreya Partners is an equal employment and affirmative action employer. We evaluate qualified applicants on merit and business needs and not on race, color, religion, creed, gender, sexual orientation, national origin, ancestry, age, disability, genetic information, marital status, veteran status or any other factor protected by law.