Responsibilities
- Study organizational values, guiding principles, and cultural expectations.
- Establish and maintain technical partnerships with key IT stakeholders.
- Cultivate and manage relationships with business unit representatives.
- Gain proficiency in troubleshooting methods from cybersecurity and service center teams.
- Understand incident response protocols and procedures for addressing security threats.
- Learn standards and processes to detect, prevent, and recover from security breaches in line with the enterprise ISMS framework.
- Build capability to log all identified and observed issues in knowledge base systems.
- Receive training on Level 2 operational support, system monitoring, and dispatch coordination for enterprise networks and computing environments.
- Develop expertise in managing access requests and user lifecycle administration.
- Acquire skills to assess and categorize cybersecurity events and incidents.
- Support the Security Operations Center (SOC) during triage and remediation activities with guidance.
- Learn strategies to mitigate vulnerabilities and reduce exposure to cyber threats.
- Assist in compliance and risk assessment initiatives under the ISMS framework.
- Engage in incident response efforts, including coordination and communication with escalated IT support teams.
- Participate in IT project initiatives and team meetings.
- Deliver Level 2 operational, monitoring, and dispatch support for enterprise infrastructure and network systems.
- Record all reported or detected issues and their resolutions in knowledge management platforms.
- Escalate unresolved issues to higher-level IT support teams when necessary.
- Monitor, accept, and transfer open service requests across regional IT groups.
- Triage security events related to the SOC and provide support to analysts.
- Follow up with Level 1 support to track issue status and confirm resolution satisfaction.
- Identify recurring problems and support root cause analysis for corrective and preventive actions.
- Monitor network and security alerts and exercise judgment in reporting and escalating cybersecurity incidents.
- Process urgent deactivation of user accounts in response to employee departures.
- Gather digital evidence of intrusions such as malware or trojans and use findings to support cyber incident mitigation.
Requirements
- Positive and collaborative mindset
- Strong verbal and written communication abilities
- Capacity to manage multiple tasks and translate business requirements into technical actions
- Bachelor's degree from an accredited institution or minimum of two years of experience in Desktop Support or Cybersecurity
Nice to Have
- Familiarity with Windows, Active Directory, Azure AD, and LDAP
- Hands-on experience configuring Multi-Factor Authentication and Single Sign-On solutions
- Experience with Microsoft Entra and Microsoft Identity Manager components
- Background in Information Security, Network Systems, or Unix/Linux environments preferred
- Administrative and diagnostic skills with understanding of system architecture and design principles
- Preference given to candidates with information security certifications or project management experience
Benefits
- Support for maintaining a healthy balance between work and personal life
- Committed to equal opportunity employment practices
- Evaluates applicants with criminal histories in accordance with applicable laws
- Does not offer visa sponsorship for this role
Work Arrangement
Remote within US or Reynosa, Mexico
Other
- No visa sponsorship is available for this position
- Employee must be available during daytime hours in the US Eastern Time Zone
- Remote work permitted within the United States or Reynosa, Mexico
- Applicants with arrest or conviction records will be considered in compliance with relevant laws, including the San Francisco Fair Chance Ordinance for applicable roles
Not offered
