About the job
As the global frontrunner in internet intelligence, DomainTools empowers security professionals with the insights they need to safeguard their organizations. Our cutting-edge solutions are utilized by the world's premier security teams to detect external threats, investigate risks, and maintain robust defenses in an ever-evolving digital landscape. By continuously monitoring the internet, we aggregate unparalleled domain, website, and DNS data, offering actionable risk analytics powered by machine learning in near real-time.
In your role as an Incident Response Associate, you will be a vital defender of our digital infrastructure. Your primary responsibility will be to ensure optimal system performance, providing prompt and effective technical support to foster a secure and efficient operational environment.
Key Responsibilities:
Customer & End User Support:
- Deliver exceptional customer service by swiftly and accurately resolving hardware and software issues.
- Provide comprehensive end-user support services, including troubleshooting, installation, and maintenance, all while aiming to exceed customer expectations.
- Ensure timely resolution of user issues and requests, adhering to best practices and standard operating procedures.
NOC Service & Help Desk Management Support:
- Implement NOC processes to facilitate effective service delivery and incident management.
- Offer responsive support to end users, utilizing help desk software for efficient ticket management.
- Ensure all service level agreements (SLAs) are met or exceeded and maintain compliance with established standards.
- Escalate critical issues to management when necessary.
Access & System Configuration:
- Manage user access controls, ensuring secure access management practices.
- Follow protocols for user provisioning, de-provisioning, and conducting access reviews.
- Report any access-related security incidents or vulnerabilities to management.
- Perform data entry tasks with high accuracy and efficiency.
- Assist in system configuration and user access management to uphold security and operational integrity.
Troubleshooting & Resolution:
- Conduct network troubleshooting to resolve connectivity issues.
- Support both PC and Mac environments by addressing hardware and software challenges.
- Collaborate with IT staff to resolve complex problems and escalate security and IT issues as necessary.
