SOC Engineer Level 2

Description

Job Summary: We are seeking an SOC Engineer to administer and track IT and security requirements or incidents under the ITIL framework, supporting and managing security incidents and service requests as a functional unit of the CSC. Key Highlights: 1. Administration and tracking of IT and security requirements and incidents. 2. Support and management of security product incidents and service requests. 3. Investigation, diagnosis, and resolution of faults in customer services. *At CRG Colombia, we seek an SOC Engineer responsible for administering and tracking requirements or incidents detected in monitoring tools or reported by customers in Information Technology and security, following the standard ITIL model for active and production services.* *Support and manage incidents and service requests related to security products managed as a functional unit of the CSC.* ***Requirements:*** * *Bachelor's degree in Systems Engineering, Telecommunications, Electronics, or related fields.* * *2\+ years of experience performing support functions.* * *English language proficiency is desirable.* * *Experience in networking and network security.* * *Knowledge and experience in WAN, LAN, and WLAN networks, preferably with Cisco and Juniper equipment, security appliances, and virtual server infrastructure.* * *Knowledge of firewall security policies.* * *Knowledge of SD\-WAN and ZTNA.* * *Desirable: Courses and/or certifications such as Fortinet NSE4 or Check Point, Cisco CCNA Security, or equivalent.* * *Availability to work outside regular business hours on an occasional basis.* ***Responsibilities:*** * *Receive failure reports and/or customer requests (local and regional) via telephone and/or email.* * *Log call and/or email information into the trouble-ticketing systems.* * *Investigate, diagnose, and resolve faults across various customer services.* * *Maintain continuous communication with customers to update them on solution progress.* * *Verify and monitor compliance with SLAs for customers. Manage customer requests.* * *Escalate to vendors or contact them when incidents cannot be resolved within established timeframes.* * *Promptly escalate to second/third-level engineers or contact vendors as needed to meet SLA requirements.* * *Prepare reports and/or incident summaries related to reported incidents and other duties inherent to the position (e.g., monthly availability, specific failures and requests).* * *Monitor management platforms; report events in the ticketing system and proactively notify customers if required. Review and ensure customer database information (technical solutions, SLAs, contacts, etc.) remains up to date.* * *Perform all other duties inherent to the position as assigned by the immediate supervisor.* * *Cover shifts in the 7x24 rotation as permanently required and/or during operational contingencies affecting the CSC.* * *Review documentation and customer service offerings to anticipate potential failures.* * *Contact customers to verify the Customer Service Center welcome protocol and evaluate service quality.* * *Develop process and procedure manuals to establish best practices.