Ingeniero nivel SOC

SOC Engineer

CRG Colombia is looking for a SOC Engineer responsible for the administration and follow-up of requirements or incidents detected in the monitoring tools or reported by the client in Information Technologies and security under the ITIL standard model, of active and production services. Support and manage incidents and requests specific to the technologies associated with the security products administered as a functional unit of the CSC.

Requirements:

· Professional in Systems Engineering, Telecommunications, Electronics and/or related fields.

· 2+ years of experience developing support functions.

· Desirable knowledge of the English language.

· Experience in Networking and Network Security.

· Knowledge and experience in WAN, LAN, WLAN networks preferably with Cisco, Juniper equipment in security teams and virtual server infrastructure.

· Knowledge of security policies in firewalls.

· Knowledge in SD-WAN and ZTNA

· Desirable Courses and/or Certifications in Fortinet NSE4 or Checkpoint, Cisco CCNA security or equivalent.

· Availability to work on non-business hours sporadically.

Responsibilities:

· Receive reports of failures and/or requests from customers (local and regional) via telephone and/or email.

· Register in the trouble-ticket systems the information about the received calls and/or emails.

· Investigate, diagnose and correct the failures presented in the different services of the customers.

· Permanent communication with the customers informing about the progress of the solution.

· Verification and control of the compliance of ANS of the customers. Management of the requests of the customers.

· Escalation and/or call to suppliers when it cannot resolve the incidents in the established times.

· Escalation in an opportune way and/or call to the second/third level engineer when it cannot resolve the incidents in the established times, or to the supplier according to the need, in order to comply with the service ANS.

· Make reports and/or reports regarding the incidents presented and in general about the functions inherent to the position (monthly availability, specific failures and requests).

· Monitoring of the management platforms and in case of events, report in the ticket system, and if necessary make the proactive report to the customer. Review and ensure to have updated the database with the information of the customers (technical solution, ANS, contacts, etc.)

· All other functions inherent to the position that are assigned by the immediate superior.

· Perform shift coverage in the 7x24 rotation considering necessary permanently and/or in eventualities that occur in the CSC operation.

· Review of documentation and the service offered to the customer, in order to anticipate the failures.

· Contact with the customer verifying the welcome format to the Customer Service Center and evaluation of the service.

· Elaboration of process and procedure manuals, in order to generate the good practices.