Senior Security Services Analyst

Job Description

We are at the forefront of transforming the future of technology in the financial industry, and we seek curious, practical individuals to help us pave the way. Our team is not intimidated by taking calculated risks, as they relish a good challenge and are eager to engage in problem-solving. As a member of our team, you will work alongside like-minded experts in a culture that is deeply rooted in innovation and progression. Join us to be part of a transformative journey that can shape the industry's future.

Under the direction of the IT Security Supervisor/Manager, the CyberSecurity Advisor Support Specialist will work on the CyberSecurity Advisor Service Desk and will be the first point of contact for advisors and internal customers regarding cybersecurity issues. This position specifically supports the Cetera Advisor Security Program. The CyberSecurity Advisor Support Specialist is responsible for first- and second-level advisor and internal support, including setting up, testing, upgrading, troubleshooting, and deploying a variety of cybersecurity applications, particularly Intune, Defender, and BitLocker. This role involves preparing daily security incident reports, entering tickets, updating CyberSecurity Advisor Service Desk tracking management software, and assisting internal and external customers through effective support, communication, software utilization, and technology.

What you will do:

• Providing technical support to advisors for various cybersecurity applications and functions within the Cetera Advisor Security Program
• Interacting with all appropriate departments within IT to restore service and/or identify security issues
• Documenting and maintaining CyberSecurity Advisor Service Desk-related processes and procedures
• Maintaining appropriate service level agreements (SLAs) on tickets in ServiceNow, our service request system
• Accurately classifying and documenting security requests and incidents
• Fielding incoming requests from end users via both telephone and email in a courteous manner
• Monitoring and addressing tickets coming through the self-service portal
• Establishing and maintaining excellent rapport with external customers
• Identifying and learning appropriate cybersecurity software and hardware used by the organization, including Intune, Defender, and BitLocker
• Providing end-to-end user support by following up with the end user to confirm request closure

What you will need to have:

• College diploma or university degree in the field of computer science or cybersecurity and five years of equivalent working knowledge
• Minimum one to three years' experience in cybersecurity software and hardware support in a corporate environment
• Familiar with ITIL framework
• Beginning to intermediate knowledge of the administration, installation, and troubleshooting of cybersecurity tools and platforms, particularly Intune, Defender, and BitLocker
• Familiar with the administration and support of security information and event management (SIEM) systems
• Familiar with Active Directory administration, including the creation of domain and exchange accounts
• Excellent troubleshooting skills over the telephone
• Good interpersonal skills and attention to customer service
• Ability to work effectively in a fast-paced environment
• Ability to communicate effectively
• Able to provide first-class customer service to both internal and external customers
• Able to effectively prioritize security incidents and service requests
• Able to work flexible hours based on business demands - off business hours, on-call support, and weekends as necessary
• Enjoy working in a team environment
• Able to work in a hybrid environment
• Able to be periodically on call for after-hours support

Compensation:

The salary range for this role is $120,000 - $150,000 , plus competitive performance-based bonus. Compensation packages are based on a wide array of factors unique to each candidate, including but not limited to skill set, years and depth of experience, certifications, and specific office location. Compensation ranges may differ in differing locations due to cost of labor considerations.