Job Description

The Role

The Information Security Technician II (IST2) is experienced with firewalls, IP network devices, VPN networks, routing protocols, Microsoft Office products, and delivering positive customer experience. IST2 effectively supports the Service Delivery and Service Activation organizations by accurately reviewing, updating, and completing security products order criteria. IST2 provides regular order progress reports through written notes and completing order tasks. ITS2 interacts with customers to analyze, build, activate, and document security configurations leading to accurate implementation and installation of a customer’s service.

The Main Responsibilities

Manage an order queue of security customer from service order received to customer on-boarding.
Meet key performance metrics by completing services with high quality and on-time
Engage internal teams and customer to optimize security design solution and order accuracy in ordering systems.
Processes new installations, migrations, and modifications to customer security services.
Gather security data from customer as needed to complete configuration documentations for security provisioning and activation.
Build customer service orders in Fortinet firewall platform based on information gathered from customer technical contacts.
Activate customer services during maintenance windows. Perform troubleshooting as needed during activation events to ensure successful turnup of customer services.
Participate in activation on call rotation.
Provides timely written status updates in the ordering systems; set appropriate jeopardy status, escalations, and engages appropriate resources to overcome obstacles impeding order progress.
Reviews, complies to, and edits standard operation procedure and other engineering documents and templates
Remains current on the latest data network and security technology through completion of required/recommended training and reading material.
Attend new product and product feature enhancement meetings to learn and internalize new product or feature offerings

What We Look For in a Candidate

Knowledge, Skills or Abilities

Knowledge of the telecommunications industry and security
Fundamental Knowledge of OSI model, TCP/IP, and IP Routing
Fundamental knowledge of Routing Protocols and Hardware Platforms to include BGP, OSPF, GRE, TCP/IP and IP Routing
Proficiency in SSH and Cisco/Juniper/Alcatel router commands preferred
Experience with security implementations preferred – Firewall, Threat Management, IPSEC tunnels, SSL VPN, Security Analytics
Knowledge of Fortinet firewall platform preferred
Ability to work in Unix based systems a plus
CCNA/CCNP a plus
Security certifications a plus
Proficiency with Microsoft Office products
Excellent verbal and written communication skills
Attention to detail with good organizational and time management skills
Operate effectively and professionally with customers, team members, and cross functional organizations
Thrive in an environment with changing priorities and deadlines
Pro-actively manage issues and drive resolution with minimal direction from peers/management
Knowledge of Lumen ordering and workflow systems a plus
Ability to pro-actively manage issues and drive resolution without receiving or receiving minimal direction from peers/management

Required Skills / Qualifications:

5+ years related experience in security or IP networking
Experience: 5+ yrs in Security or IP Networking
Education Level: Bachelor's Degree
Field of Study: Engineering, Computer Science, Computer Information Systems, Security or related
A combination of education and experience is acceptable