Security Center Operations Analyst
Dell Financial Services L.P. - Providence, RI

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SecureWorks is a market leading provider of world-class information security services with over 2,600 clients worldwide spanning North America, Latin America, Europe, the Middle East and the Pacific Rim. Organizations of all sizes, including more than ten percent of the Fortune 500, rely on SecureWorks to protect their assets, improve compliance and reduce costs. The combination of strong client service, award-winning security technology and experienced security professionals makes SecureWorks the premier provider of information security services for any organization. Positioned in the Leader’s Quadrant of Gartner’s Magic Quadrant for MSSPs, SecureWorks has also won SC Magazine's "Best Managed Security Service" award for 2006, 2007, 2008 & 2009.

Working in a Security Operations Center, a Health & Infrastructure Technician answers inbound phone calls, addresses client emails, and prepares and monitors the device health of network security devices such as Firewalls, Intrusion Detection Systems, and other Unix/Linux based platforms.

Additionally, this position also provides basic level troubleshooting support for all devices managed and monitored by the Health & Infrastructure Team. All work is tracked via a ticket based CRM system.

Applicants must demonstrate exceptional attention to detail, possess analytical and troubleshooting skills, and be capable of maintaining high levels of client satisfaction.


Take ownership of and troubleshoot tickets generated by the health monitoring system. Tickets consist of alerts for unreachable devices, devices not reporting events, and miscellaneous hardware and software failures


Resolve problems introduced into client networks including, but not limited to, broken VLAN settings, broken span port settings, changed IP addresses, duplicated IP addresses, changed access control lists, and incorrect NATs


Meet service level agreements regarding response time and client notification


Remotely manage client devices and correct problems


Demonstrate excellent communication and client care skills by documenting all analysis work and communications within a ticketing system.


Professionally and courteously answer client phone calls and email by:

Authenticating callers

Creating and/or updating tickets for all work and requests

Handling client concerns


Identify internal SecureWorks infrastructure outages and escalate to the appropriate groups for resolution. This includes but is not limited to:

Monitoring systems

Ticketing systems

Authentication servers


Productivity tools

Management consoles


Manage, participate in, or directly work on any additional projects, assignments, or initiatives assigned by management



Associates Degree in a systems administration, networking, or technical field such as computer science or engineering, or equivalent experience


CCNA/A+/Linux+ Certifications a plus


Exposure to a variety of operating systems, such as Linux/Unix


Excellent written and verbal communication skills


Time management and organizational skills


Rudimentary understanding of intrusion detection, firewall operations, and other general security practices


Basic understanding of Unix or Linux operating systems including, but not limited to:

Navigating the directory structure

Managing processes

Obtaining system statistics such as CPU, memory, disk, network interface utilization from the command line

Identifying potential problems from system logs


Solid understanding of computer network fundamentals including address resolution protocol, routing, network

address translation, virtual private networks, and the OSI model

Ability to read and interpret network diagrams


Dell is an Equal Opportunity Employer.

To learn more about our commitment to Diversity & Inclusion, visit:

Equal Employment Opportunity Policy Statement

Dell Financial Services L.P. - 2 years ago - save job - block
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