DYOPATH

Network Operations

• Monitor and triage alerts across security, network, systems, and cloud environments.
• Perform initial troubleshooting and document findings clearly.
• Escalate incidents to SNOC Engineer II or senior teams when resolution exceeds Tier I scope.
• Follow established Standard Operating Procedures (SOPs) for routine tasks.
• Maintain accurate and thorough ticket documentation.
• Assist with updating SOPs and knowledge base articles.
• Support operational reliability through consistency, communication, and teamwork.
• Performs initial review of security alerts and escalates indicators of compromise.
• Assists with monitoring SIEM and EDR alerts.
• Follows predefined workflows for triage and documentation.
• Supports proactive security initiatives through data collection and basic analysis.
• Works with Engineer II team members to learn investigative techniques.
• Collaborates with internal teams as directed for remediation actions.

SNOC Engineer I

Security Engineer

• Detect and respond to security threats across network, systems, and cloud environments.
• Troubleshoot and resolve complex technical issues, performing root cause analysis to prevent future incidents.
• Act as an escalation point for unresolved alerts/issues.
• Mentor SNOC Engineer I team members and assist with technical development.
• Create and improve Standard Operating Procedures (SOPs) and knowledge base documentation.
• Collaborate on projects to integrate new technologies and improve reliability.
• Support compliance initiatives (CMMC, SOC 2, ISO 27001).
• Investigates and responds to complex security alerts (lateral movement, privilege misuse).
• Performs root cause analysis and recommends remediation actions.
• Maintains and tunes SIEM and EDR detections to improve accuracy.
• Supports proactive security initiatives (threat hunting, detection engineering).
• Mentors Engineer I in effective triage and investigative techniques.
• Collaborates with clients and internal teams on remediation plans.

SNOC Engineer II – Security

• Be the senior-level escalation point for high-priority incidents across security, network, systems, and cloud domains.
• Lead investigations and refine monitoring and detection strategies.
• Mentor SNOC Engineer I and II team members: coach, guide, and empower them.
• Collaborate with clients and leadership to ensure operational readiness and security compliance.
• Represent SNOC in client escalations and leadership discussions.
• Serve as SME for cloud infrastructure monitoring, reliability, and optimization.
• Lead response efforts for high-impact cloud incidents.
• Design and tune cloud observability solutions (dashboards, alerting thresholds, integrations).
• Implement advanced automation for monitoring, scaling, and recovery processes.
• Advise on cloud security, compliance, and operational readiness.
• Represent cloud operations in client and leadership discussions during escalations.

SNOC Engineer III, Cloud

Analyst

• Respond to incoming phone calls, emails, and chat messages requesting technical support
• Log all service desk interactions in the ticketing system
• Provide first-level support for desktop, laptop, printer, mobile device, software, and basic network issues
• Resolve technical issues when possible and escalate when necessary
• Ensure timely and accurate resolution of all service desk requests
• Conduct follow‑up with customers or employees to ensure satisfaction
• Continuously improve technical skills through training, certifications, and self‑directed learning
• Participate in special projects as assigned

Service Desk Analyst, Level 1

• Provide second‑level support for technical issues involving desktops, laptops, printers, mobile devices, software, and networks
• Troubleshoot and resolve complex incidents, escalating when appropriate
• Identify and resolve underlying problems affecting IT systems and services
• Mentor and guide Level 1 analysts, assisting with incident resolution and skill development
• Ensure timely and accurate resolution of all technical issues
• Conduct follow‑up with customers or employees to support satisfaction and continuity
• Continue building your technical skill set through training, certification, and self‑directed learning
• Participate in special projects that enhance service delivery and IT operations

Service Desk Level II Analyst

• Be the first point of contact for technical support via phone, email, and chat.
• Troubleshoot and resolve issues with desktops, laptops, printers, mobile devices, software, and networks.
• Log all interactions in the ticketing system and escalate when needed.
• Ensure timely and accurate resolution of issues while delivering exceptional customer service.
• Follow up with users to confirm satisfaction.
• Invest in yourself: pursue training, certifications, and ongoing learning.
• Participate in special projects that enhance service delivery.

SNOC Engineer I

SNOC Engineer II – Security

SNOC Engineer III, Cloud

Service Desk Analyst, Level 1

Service Desk Level II Analyst

Service Desk Level 1 Analyst