Automation & Security Engineer
Budget: $2 – $8 USD
Seeking an Automation & Security Engineer
Why Us?
Join a team that provides the highest customer support experience through standard operating procedures, well-developed support tools, and customer service-focused support staff.
We are accountable to each other and believe in the power of hard work directed at the right thing. We know that our industry doesn’t stay the same, and if we don’t increase our value to clients, someone else will. We are open-minded and candid with each other to find out what is true and consider alternative viewpoints. We believe in creating and using well-documented systems.
Be part of a growing team, loved by our clients, with many opportunities for future growth, training, and development.
What is this Position?
This position will maintain and improve our automation tools and overall security. This includes auditing systems for best practices gaps, improving system monitoring, reducing false positives, and creating scripts within tools such as Liongard and N-Able N-Central.
The position requires strong auditing skills to find previously undiscovered problems in customer environment monitoring and data collection systems. You will work closely with the proactive services team to improve how we audit and maintain customer environments to keep customer environments operating efficiently and securely.
Responding to ISP outages, server outages, and network security events will be necessary as these situations occur.
This position is best for people who have a fundamental understanding of a wide array of technologies and want to use that skill to support small businesses with their entire technology stack in mind. You will have variety in work and need to have a broad base of technical knowledge to work effectively.
Fanatically good documentation, thoroughness, and attention to detail are critical to delivering good outcomes. The activities of this role directly impact the efficiency and capabilities of all other service delivery departments. You must be following procedures exactly, updating them, or creating them.
You must have good customer service skills and genuinely enjoy interacting with others.
Due to the nature of this role operating in the late and early hours of the Eastern Standard Time Zone, there will be some administrative work required to assign inbound ticket requests to resources in the following shift.
What Will I Be Doing?
•Perform proactive technical auditing of clients according to our best practices checklist. Each client is checked quarterly. Update documentation while working. Look for ways to improve the process through automation.
•Design and implement custom metrics in the Liongard platform needed by the vCIO and the proactive services team.
•Design and implement N-Able NCentral systems health monitors.
•Design and implement issue remediation scripts to be executed within the N-Able NCentral platform on customer equipment such as servers, workstations, and network equipment.
•Review and audit customer environmental health, operational efficiency, and network security design maturity to support more effective and robust design and systems monitoring.
•Respond to critical security events discovered and reported within CrowdStrike EDR solution and Cisco Umbrella.
•Identify weaknesses in the above listed, design resolution paths, and receive approval from your direct supervisor to implement improvements in systems monitoring, operational efficiency, and network security practices.
•Work directly with the Proactive Service team to improve procedural documentation, customer documentation, and the efficiency of infrastructure maintenance routines.
•Implementation of some security best practices, as approved by customers through the standard vCIO process.
•Perform vulnerability assessments.
•Assist with the implementation of project tasks.
•Review and assign inbound tickets to local resources between the hours of 9:30 PM to 3:30 AM
•Appropriately respond to alerts including system outages. Involve vendors to remediate when needed and escalate to local resources if needed.
•For any alerts that are not actionable, adjust monitoring until all alerts are actionable.
•Reprioritize regularly and work on the highest priority item at all times.
•Follow documented start and end-of-day routines.
•Account for all time with detailed notes in our ticket and time management application.
•Follow and update written procedures. Create a procedure if it does not exist.
•Diligently document your work.
What Skills & Abilities are Needed?
•Be naturally curious with good troubleshooting skills, continue to ask why until you get to the root cause, and continue to tackle the problem from different angles until a solution is found. You should be comfortable figuring it out independently, even if you have never seen a particular issue before. Good instincts and research skills are helpful here.
•Be focused on providing the highest quality customer experience.
•Work independently or in teams, manage a full schedule, and seek new tasks with minimal oversight.
•Have strong interpersonal English-based communication skills via oral and written means.
•Have strong attention to detail and follow through on all work without management follow-up.
•Be an avid learner and continuously engage with new and existing technologies.
•Focus on providing the highest quality customer support experience.
•Possess a strong work ethic, sense of urgency, and enthusiasm.
What Education & Experience is Needed?
•This is an expert-level position for candidates with a bachelor’s degree or relevant experience.
•10 years of prior IT support experience in either field service, project management, or network administration positions.
•Having prior customer service positions is helpful.
•Having prior experience at an MSP is helpful.
•Relevant hardware, software, and technology vendor certifications like CompTIA, Fortinet NSE, and Microsoft are a plus.
•Scripting skills are required, with a significant emphasis on PowerShell.
•Strong understanding of network security design and implementation principles are required.
•Active Directory administration skills are required.
•Microsoft 365 administration skills are required.
•Understanding of networking used in small businesses.
•Experience with using and supporting workstation-based Windows, macOS, and Unix/Linux-based operating systems.
•Experience with cloud-based business-grade applications and productivity platforms.
•Have a fundamental understanding of a wide array of technologies. At a minimum, you will be asked to work with the following technologies: Traditional and Azure Active Directory, DNS, DHCP, RAID, Routers, VLAN’s, SSL VPN, IPSEC VPN’s, Group Policy, Azure, AWS, Office 365, SMTP, RDP, and a wide array of data backup software and hardware.
What are the Hours & Where is it?
1am-10am EST Monday through Friday. This is a 100% remote work position.
In Summary
If you are an energetic people person with deep curiosity and a desire to be a part of a growing team where your voice can be heard, this opportunity may be for you.
Why Us?
Join a team that provides the highest customer support experience through standard operating procedures, well-developed support tools, and customer service-focused support staff.
We are accountable to each other and believe in the power of hard work directed at the right thing. We know that our industry doesn’t stay the same, and if we don’t increase our value to clients, someone else will. We are open-minded and candid with each other to find out what is true and consider alternative viewpoints. We believe in creating and using well-documented systems.
Be part of a growing team, loved by our clients, with many opportunities for future growth, training, and development.
What is this Position?
This position will maintain and improve our automation tools and overall security. This includes auditing systems for best practices gaps, improving system monitoring, reducing false positives, and creating scripts within tools such as Liongard and N-Able N-Central.
The position requires strong auditing skills to find previously undiscovered problems in customer environment monitoring and data collection systems. You will work closely with the proactive services team to improve how we audit and maintain customer environments to keep customer environments operating efficiently and securely.
Responding to ISP outages, server outages, and network security events will be necessary as these situations occur.
This position is best for people who have a fundamental understanding of a wide array of technologies and want to use that skill to support small businesses with their entire technology stack in mind. You will have variety in work and need to have a broad base of technical knowledge to work effectively.
Fanatically good documentation, thoroughness, and attention to detail are critical to delivering good outcomes. The activities of this role directly impact the efficiency and capabilities of all other service delivery departments. You must be following procedures exactly, updating them, or creating them.
You must have good customer service skills and genuinely enjoy interacting with others.
Due to the nature of this role operating in the late and early hours of the Eastern Standard Time Zone, there will be some administrative work required to assign inbound ticket requests to resources in the following shift.
What Will I Be Doing?
•Perform proactive technical auditing of clients according to our best practices checklist. Each client is checked quarterly. Update documentation while working. Look for ways to improve the process through automation.
•Design and implement custom metrics in the Liongard platform needed by the vCIO and the proactive services team.
•Design and implement N-Able NCentral systems health monitors.
•Design and implement issue remediation scripts to be executed within the N-Able NCentral platform on customer equipment such as servers, workstations, and network equipment.
•Review and audit customer environmental health, operational efficiency, and network security design maturity to support more effective and robust design and systems monitoring.
•Respond to critical security events discovered and reported within CrowdStrike EDR solution and Cisco Umbrella.
•Identify weaknesses in the above listed, design resolution paths, and receive approval from your direct supervisor to implement improvements in systems monitoring, operational efficiency, and network security practices.
•Work directly with the Proactive Service team to improve procedural documentation, customer documentation, and the efficiency of infrastructure maintenance routines.
•Implementation of some security best practices, as approved by customers through the standard vCIO process.
•Perform vulnerability assessments.
•Assist with the implementation of project tasks.
•Review and assign inbound tickets to local resources between the hours of 9:30 PM to 3:30 AM
•Appropriately respond to alerts including system outages. Involve vendors to remediate when needed and escalate to local resources if needed.
•For any alerts that are not actionable, adjust monitoring until all alerts are actionable.
•Reprioritize regularly and work on the highest priority item at all times.
•Follow documented start and end-of-day routines.
•Account for all time with detailed notes in our ticket and time management application.
•Follow and update written procedures. Create a procedure if it does not exist.
•Diligently document your work.
What Skills & Abilities are Needed?
•Be naturally curious with good troubleshooting skills, continue to ask why until you get to the root cause, and continue to tackle the problem from different angles until a solution is found. You should be comfortable figuring it out independently, even if you have never seen a particular issue before. Good instincts and research skills are helpful here.
•Be focused on providing the highest quality customer experience.
•Work independently or in teams, manage a full schedule, and seek new tasks with minimal oversight.
•Have strong interpersonal English-based communication skills via oral and written means.
•Have strong attention to detail and follow through on all work without management follow-up.
•Be an avid learner and continuously engage with new and existing technologies.
•Focus on providing the highest quality customer support experience.
•Possess a strong work ethic, sense of urgency, and enthusiasm.
What Education & Experience is Needed?
•This is an expert-level position for candidates with a bachelor’s degree or relevant experience.
•10 years of prior IT support experience in either field service, project management, or network administration positions.
•Having prior customer service positions is helpful.
•Having prior experience at an MSP is helpful.
•Relevant hardware, software, and technology vendor certifications like CompTIA, Fortinet NSE, and Microsoft are a plus.
•Scripting skills are required, with a significant emphasis on PowerShell.
•Strong understanding of network security design and implementation principles are required.
•Active Directory administration skills are required.
•Microsoft 365 administration skills are required.
•Understanding of networking used in small businesses.
•Experience with using and supporting workstation-based Windows, macOS, and Unix/Linux-based operating systems.
•Experience with cloud-based business-grade applications and productivity platforms.
•Have a fundamental understanding of a wide array of technologies. At a minimum, you will be asked to work with the following technologies: Traditional and Azure Active Directory, DNS, DHCP, RAID, Routers, VLAN’s, SSL VPN, IPSEC VPN’s, Group Policy, Azure, AWS, Office 365, SMTP, RDP, and a wide array of data backup software and hardware.
What are the Hours & Where is it?
1am-10am EST Monday through Friday. This is a 100% remote work position.
In Summary
If you are an energetic people person with deep curiosity and a desire to be a part of a growing team where your voice can be heard, this opportunity may be for you.