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Redhawk Network Security, headquartered in vibrant and beautiful Bend, Oregon is a leading provider of information security solutions and services. Our team members are our primary asset and we have an intimate training methodology for all personnel across the entire spectrum of information and cyber security. We encourage every client to take ownership of the confidentiality, integrity, and availability of their valued information and operational security. Email your resume to: Careers@redhawksecurity.com
If you are looking to be challenged and to grow professionally, and you want to be valued and recognized for your contributions, Redhawk is looking for you.
Founded in 2000, Redhawk has over 15 years of experience providing leading-edge cyber security services and is devoted to the highest standards of service and security. Redhawk recognizes our team members are our primary asset and we have built a compensation and benefits package designed to help our employees thrive both personally and professionally. We encourage every client to take ownership of the confidentiality, integrity, and availability of their valued information and operational security.
The primary role of the Managed Security Services Tech – Level 1 is to provide first tier support for Managed Services and Portal Clients. Tasks in this role will encompass multiple technology disciplines and tools. A candidate in this role will be able to identify and solve issues quickly while providing excellent customer service. Candidates for this position are expected to have fundamental experience with IP networking and an entry level understanding of the network’s responsibility in delivering excellent application experience.
Monitor and respond to business hours requests and/or alerts
Troubleshoot within technical ability and utilize documented procedures to quickly resolve customer support requests
Provide support for Redhawk’s Cybersecurity Portal users and Redhawk’s self assessment SaaS customers
Document time and track requests from start to finish
Document recovery procedures in the company wiki to provide a knowledge base for other engineers
Ensure smooth transition when escalations occur and document resulting procedures with the assistance of senior engineering
Provide reports and feedback to management when service delivery failures occur
Assist with possible solutions to failures to ensure further possible failures are avoided
Help to identify trends in customer requests, and report these to management for possible product development
Act as a first responder for incident response
Prepare and Deliver Customer Reports:
Prepare Monthly, Quarterly, and/or Annual Managed Services reports for client delivery
Coordinate scheduling with clients to deliver reports
Capture customer service issues, and either resolve or escalate for resolution
Accurately fill out time tracking for billing purposes
Maintain documentation for processes and procedures in the company wiki, noting adjustments and changes along the way
Maintain due dates of tickets assigned in the portal
Other duties as assigned
Research, document, and maintain current knowledge
Annual or longer-term individualized training programs including position specific workshops, seminars, and certification
Regular review of individual progress plan with supervisor
Take opportunities to learn from upper level tiers with plans for promotion
Maintain a positive work atmosphere by acting and communicating in a manner so that the employee gets along with members, vendors, co-workers, and management. Maintains a positive public image when representing the company in public engagements.
This job has no supervisory responsibilities.
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. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
EDUCATION and/or EXPERIENCE
Qualified candidate will have the following:
At least two years of experience in troubleshooting and resolving basic production networking issues
At least a two-year degree (AA or AS) or equivalent work experience in the technology field
Qualified candidate will have the following:
Intuition and keen instincts regarding customer service
Excellent written communication skills
Excellent listening skills
Strong interpersonal and oral communication skills; with a focus on communicating to technical and non-technical users alike
Excellent analytical and problem-solving skills
Ability to effectively prioritize and execute tasks in a fast-paced environment
Ability to conduct research into systems issues as required
Be highly self-motivated and directed
Excellent and keen attention to detail
Be skilled at working within a team-oriented, collaborative environment
Strong organization skills
COMPLEXITY OF DUTIES
Plan and perform diversified duties requiring an extensive knowledge of a particular field, and the use of a wide range of procedures. Involves the exercise of judgment in the analysis of facts or conditions regarding individual problems or transactions to determine what action should be taken, within the specifications of standard practice.
In depth knowledge of internally used applications, systems, and standard network protocols to produce solutions that are or can be considered industry standards. Possess proactive initiative and deductive reasoning. The candidate must have the ability to work autonomously with favorable results.
CERTIFICATES, LICENSES, REGISTRATIONS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Occasional lifting of up to 40 lbs (18 kg) may be required for onsite deployments.
While performing the duties of this job, the employee is frequently required to sit and use hands to finger, handle, or feel. The employee is occasionally required to stand, walk, and talk or hear. Specific vision abilities required by this job include close vision, distance vision, color vision, and ability to adjust focus or is corrected by correctional eyewear.
The above primary duties, responsibilities, and position requirements are not all inclusive.
Ability to meet the physical demands of this position including:
Occasional weekend work may be required for large deployments to adhere to maintenance windows.
40-hour work week and participation in rotation of on call duties.
Sitting for extended periods of time.
Dexterity of hands and fingers to operate a computer keyboard, and mouse.
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Individuals who receive job offers will be required to complete pre-employment screening that includes a background check verifying name, residences, education, work experience, and criminal convictions consistent with the Fair Credit Reporting Act, as well as pre-employment drug screening.
Redhawk offers a high growth environment with excellent compensation and eligibility for our 401(k), health/dental insurance, and more.
Redhawk Network Security, LLC is committed to hiring and retaining a diverse workforce. We are an Equal Opportunity Employer, making decisions without regard to race, color, religion, sex, national origin, age, veteran status, disability, or any other protected class.
Founded in 2000, Redhawk has over 15 years of experience providing leading-edge cyber security services and is devoted to the highest standards of service and security. By actively engaging in the latest trends in security technology, as well as maintaining recognized certifications to include CISSP and PCI QSA, we have some of the most experienced, well-rounded, and security-conscious people in the industry. Our adaptability and attention to detail encourage clients and team members alike to imagine potential while managing risk.