Charter Technology Solutions

Security Operations

• Advanced Threat Detection and Response: Monitor and analyze security alerts and incidents, conduct in-depth investigations, and respond to complex security threats, ensuring they are mitigated effectively.
• Incident Management: Take the lead in managing security incidents, coordinating with other IT and security teams to contain, eradicate, and recover from security breaches.
• Forensic Analysis: Perform detailed forensic analysis on compromised systems to identify root causes, attack vectors, and indicators of compromise (IOCs).
• Vulnerability Management: Assist in the identification, assessment, and remediation of vulnerabilities within the organization’s infrastructure.
• Security Tool Management: Maintain and optimize security tools and technologies, including SIEM, IDS/IPS, firewalls, and endpoint protection systems.
• Collaboration: Work closely with Level 1 SOC Engineers, providing guidance, mentorship, and training to help them improve their skills and effectiveness in responding to security incidents.
• Documentation: Create and maintain detailed documentation of security incidents, forensic analysis, and response actions, ensuring compliance with organizational policies and industry standards.
• Reporting: Generate and analyze security reports, providing insights and recommendations to improve the organization’s security posture.
• Continuous Improvement: Stay updated on the latest cybersecurity threats, vulnerabilities, and best practices, and contribute to the ongoing improvement of SOC processes and technologies.
• On-Call Support: Participate in a rotating on-call schedule to provide after-hours support for critical security incidents.

SOC Engineer, Level 2

IT Support

• Respond to and resolve service incidents in accordance with existing procedures and service level agreement.
• Track time, communicate and work via our ConnectWise Manage PSA and our Chat Support Application.
• Liaise with internal teams, vendors and client contacts.
• Help identify areas where Standard Operating Procedures (SOPs) don’t exist or need further work, and create and improve those processes.
• Installation, configuration and troubleshooting of workstation, server and cloud applications.
• Triage incoming CTS and client technical requests. This includes picking up the phone all the time.
• Complete all work assigned by the Service Delivery Supervisor and Service Delivery Coordinator.
• Ensure the prompt and thorough documentation of all work done via our ticketing system, ITGLUE, and other tools.
• Have 1 on 1’s with supervisor to discuss performance and overall career goals.
• Ensure timesheet is kept impeccable on a daily basis with accurate time entries in order to better understand client and company resource demands and any needs thereof.
• Accountable to KPIs & Metrics that will include Client Satisfaction Scores (CSAT), Ticket quality, timesheets, reliability, communication, meeting ticket SLA’s as well as less visible metrics that align with our Company Core Values
• Deliver white-glove support by ensuring timely, professional, and high-quality service to all clients

Helpdesk Engineer, Level 1

• Advanced Threat Detection and Response: Monitor and analyze security alerts and incidents, conduct in-depth investigations, and respond to complex security threats, ensuring they are mitigated effectively.
• Incident Management: Take the lead in managing security incidents, coordinating with other IT and security teams to contain, eradicate, and recover from security breaches.
• Forensic Analysis: Perform detailed forensic analysis on compromised systems to identify root causes, attack vectors, and indicators of compromise (IOCs).
• Vulnerability Management: Assist in the identification, assessment, and remediation of vulnerabilities within the organization’s infrastructure.
• Security Tool Management: Maintain and optimize security tools and technologies, including SIEM, IDS/IPS, firewalls, and endpoint protection systems.
• Collaboration: Work closely with other SOC Engineers for team building, collaboration and accurate remediation in responding to security incidents.
• Documentation: Create and maintain detailed documentation of security incidents, forensic analysis, and response actions, ensuring compliance with organizational policies and industry standards.
• Reporting: Generate and analyze security reports, providing insights and recommendations to improve the organization’s security posture.
• Continuous Improvement: Stay updated on the latest cybersecurity threats, vulnerabilities, and best practices, and contribute to the ongoing improvement of SOC processes and technologies.
• On-Call Support: Participate in a rotating on-call schedule to provide after-hours support for critical security incidents.

SOC Engineer, Level 2

Helpdesk Engineer, Level 1

SOC Engineer, Level 1