Principal MSS TAC Engineer

4 weeks ago

Phoenix, Arizona, United States Optiv Full time
About the Role

At Optiv, we're committed to helping our clients achieve their cybersecurity goals. As a Principal MSS TAC Engineer, you'll play a critical role in ensuring the success of our clients' network security operations.

Key Responsibilities
  • Troubleshoot complex technical issues over the phone and via secure screen share.
  • Host troubleshooting conference calls with multiple stakeholders, including vendors, clients, and third parties.
  • Facilitate customer communication over the phone and email.
  • Document actions in ticketing systems to effectively communicate information to both internal resources and external customers.
  • Respond to incidents and support requests in a timely manner, meeting published SLAs.
  • Perform basic and advanced troubleshooting to diagnose common network problems using fundamental TCP/IP network skills.
  • Maintain lab systems and assist engineering staff with configuration.
  • Update open ticket status for Engineers within the ticketing system.
  • Train engineers on new products and features from supported or managed platforms.
  • Organize regular 'Tech Talks' to share knowledge and best practices.
  • Maintain and manage platforms used by associate engineers.
  • Maintain and manage knowledgebase documentation regarding procedures and processes.
  • Provide guidance and coaching from a technical perspective.
  • Provide local management of designated (vendor) PODs.
  • Provide overwatch and assign tickets.
  • Post internal notes, suggestions, and recommendations to support engineers.
  • Assume responsibility for high-profile tickets (severity, situational, white-glove clients).
  • Trail-blaze new vendors and support MSS TAC Operational Leadership.
  • Evaluate premature client and sales escalation requests and provide feedback for next steps.
Change Management
  • Host the Change Approval Board (CAB) and develop change templates.
  • Coach and mentor engineers on internal change procedures.
  • Develop and maintain change processes and procedures with leadership assistance.
  • Assist with coordination and oversight of change tickets to ensure successful completion.
  • Assist in operations and support of the MSS infrastructure.
  • Perform technical screenings for interview candidates.
Qualifications

A minimum of an Associate's Degree (A.A.) or equivalent from a two-year college or technical school in Information Technology, Information Security/Assurance, Network Administration, Engineering, or a related area of study.

Related experience and/or training in a technology environment or equivalent combination of education and experience.

Experience with either Palo Alto Networks or Check Point is preferred, but not required.

One or more of the following certifications is highly sought:

  • Palo Alto Networks – PCNSA, PCNSE
  • Check Point – CCSA, CCSE
  • F5 Networks – 301a/b (LTM), 302 (GTM) 303 (ASM), 304 (APM)
  • Juniper Networks – JNCIS-ENT, JNCIS-SEC

Seasoned knowledge and strong understanding of TCP/IP networking.

Mid-level desktop/networking experience, application software experience, with exposure to Microsoft and UNIX/Linux based operating systems.

Previous IT help desk experience preferred.

Scripting experience preferred.

Strong soft skills.

A passion for information, network, and data security.

A solid understanding of information security and networking.

Availability to respond to issues and engineer needs 24/7.

Shift flexibility, including the ability to provide on-call support when needed.

Demonstrated experience and success in a customer-focused satisfaction environment.

Ability to work greater than 40 hours per week as needed.

Ability to travel up to 10% of the time.

Experience with mentoring individuals.

Ability to communicate effectively to both technical and non-technical audiences.

Ability to work independently with little or no supervision.

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