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Network Engineer III
Ref No.: 18-01774
Location: Fort Mill, South Carolina
The CompuCom SOC provides managed security services for global clients and manages their security operations. The team is responsible for 24x7 telephone and remote support, specialized support for security compliance users, and works with the CompuCom clients on security issues. This role will work with the team’s junior members and a knowledge center, leveraging years of experienced gained in this field deploying and supporting Firewalls, IDS / IPS, Content Filters, and SIEM tools.

  • Meet service level agreements (SLAs) regarding response time and customer notifications
  • Cisco ISE administration, including implementation for projects, migration from ACS, and responding to application related issues
  • CISCO ISE Change administration, writing and implementing client sponsored or required changes
  • Assist with and define both team and service key performance indicators (KPIs)
  • Work with clients and tools vendors to address all security related issues
  • Coordinate security investigations based on internal processes and procedures
  • Assist customers or facilitate the implementation of protective and mitigating security controls as required
  • Perform, manage, add, change, delete operations within the security tools
  • Handle the fulfillment of all security requests and calls from the user
  • Drive resolution as it relates to customer facing incidents and change management
  • Provide central contact point for implementation, architecture, and problem management for managed security applications (Firewall, IDS, Encryption, SIEM, EIQ, web filtering)
  • Scan system devices for vulnerabilities according to compliance policies - Nessus
  • Initiate security incident response including tracking and recovery actions
  • Analyze and validate the network and hosts based on Intrusion Detection System events
  • Service and Change management knowledge and understanding a must
  • Monitors SLAs for responsiveness and coverage.  Provide regular reports and statistics for service line management
  • Participate in an on-call rotation
  • Provide oversight and guidance to junior team members as it relates to the Security realm
  • Document and create process improvements as needed when gaps are / have been identified
  • Participate in an on-call rotation to provide emergency support.
  • 2-5 years of experience actively deploying and managing security and networking devices
  • Experience in managing Customer Service and client expectations
  • Ability to complete swift problem resolution, including troubleshooting
  • Analytical approach for solving tasks as well as ability to repeat procedures
  • Familiarity with existing knowledge base to scan for possible solutions to problems
  • Ability to multitask with different types of problems
  • Solid written & verbal communication
  • Knowledge of security tools like firewalls, IDS, web content filtering and content filtering solution, e.g. Cisco, Checkpoint, Fortigate, Snort , EIQ Securevue, Arcsight
  • Knowledge of compliance standards such as HIPAA, PCI, SOX, etc.
  • Knowledge of Microsoft Office Suite products
  • Ability to coordinate resources to resolve problems
  • Appropriate Technical Support experience and knowledge required
  • Demonstrated high level of Technical Support experience and knowledge required for all services provided by the Security Operations Center
  • Strong analytical skills balanced with effective communication and excellent customer service skills
  • Excellent and demonstrated knowledge of IT processes and procedures, specifically Incident, Problem, Change and Service Level Management
  • At least two (2) industry certification. IE GIAC, GICH, CCISP, CEH, etc.
  • Communication:
    • Escalates higher-level or unresolved issues to Tier II and III to ensure prompt resolutions to customer issues
    • Prepares weekly reports on issue activity and response time for SOC Management
  • Works directly with Tier II Technical Support and Field Engineers as well as external vendors and customer staff to resolve issues
  • Recommends changes or policies to increase department effectiveness and customer satisfaction
  • Long or irregular hours are normal
W2 only, no Corp to Corp. We are unable to sponsor H1B visas at this time. **eXcell™ Supports Equal Employment Opportunity** eXcell™, a division of CompuCom® Systems, Inc., a global company headquartered in Bellevue, Washington, provides IT staffing services and solutions to Fortune 1000 companies as well as small and medium business. For more information, visit