Operations Technician

Ostra Cybersecurity is looking for an Operations Technician role to join our Team.

Ostra Cybersecurity combines best-in-class tools, proprietary technology, and exceptional talent to deliver Fortune 100-level protection for businesses of all sizes.

Job Type: Full Time Job Location: Local in our Eden Prairie, MN Office

Duties & Responsibilities

• Provide Tier 1 support for Ostra clients and maintain all SLA and SLO requirements.
• Provide support primarily via email and web, with the potential for phone support.
• Classify support incidents, determine their priority, and potential escalation requirements.
• Route tickets through the appropriate escalation path.
• Fully document ticket requests, incidents, and resolutions.
• Provide training and support to clients for Ostra technology and solutions.
• Research, diagnose, troubleshoot, and identify solutions to resolve customer issues.
• Assist with operation, configuration, monitoring, and tuning of an enterprise ITSM (IT Service Management) platform, including building workflows, automation, and orchestration.
• Collaborate with technical and business experts from partner organizations including Engineering, Security (SOC), SIRT, and Architecture.
• Provide support in a global 24x7x365 support environment.
  
  

Requirements

• Bachelor’s degree in a related field or equivalent experience.
• 2 years' experience as a Technical Support Engineer, preferably in a large enterprise environment
• Experience in working with a geographically diverse team in multiple time zones around the globe.
• Proficient technical writing skills (documenting processes and procedures).
• Ability to solve problems and work through ambiguity and uncertainty.
• Experience configuring and tuning an enterprise ITSM platform.
• Self-motivated and proven ability to deliver solutions in a high-tech and fast-moving industry.
• Experience with ITSM in an Enterprise-level organization.
  
  

Preferences

• Experience working in a security (MSSP) environment.
• Basic understanding of the MITRE ATT&CK matrix.
• Proficiency in common scripting languages such as PowerShell, Bash, Python, etc.
• Proficiency with one or more SIEM query language
• Working knowledge of TCP/IP protocols, windows event logs, *nix audit logs, IDS alarms
• Experience with EDR and AV technologies.
• Industry security certifications such as A /Network /Security
• Basic understanding of security frameworks such as NIST, CIS, SOC2, ISO, etc
  
  

Ostra Cybersecurity is committed to the recruitment and selection of candidates without regard for sexual orientation, gender, ethnicity, age, political beliefs, culture, and lifestyle. We are committed to fostering a business culture that reflects these values and promotes equal opportunity.