Support Analyst

Responsibilities The Sentinel Support Analyst will be responsible for supporting, administering, troubleshooting, repairing, and escalating customer issues across a wide line of technologies all with a security focus. This position can work remote within the United States and occasional travel to Downers Grove, IL required as needed. The analyst will need excellent written and verbal communication skills to tactfully assist customers to ensure that requested moves, adds, and changes are performed with security as the prevailing measure to protect the client computer systems, networks, and data. Analysts are expected to stay up to date on the latest security intelligence, including hackers' methodologies, to properly implement system and application changes. The Analyst will manage requests assigned to the team/personal queue within the established Service Level Agreement (SLA). Efficient ticket management is expected. The analyst may also be expected to perform system/platform health checks for various security products as needed. The analyst may be required to assist with escalated security engagements on an as needed basis. Qualifications The Support Analyst is a customer-facing technical resource responsible for troubleshooting, reporting, and communicating with both technical and non-technical stakeholders. Must have experience working with and supporting at least three of the following security technologies: Cisco Security Products (CSE, Umbrella, Secure Network Analytics, DUO) Various EDR Platforms (Cylance, CrowdStrike, Defender, SentinelOne) Tenable Products (IO, SC, Lumin) Horizon 3 Node Zero Email Security Products (Proofpoint, Mimecast, Cisco Secure Email) Darktrace Understanding of network protocols and traffic flow in an enterprise environment. Ability to perform security whitelisting of false-positives, and evaluating security requests for change across multiple security platforms. This includes the ability to analyze change impacts and an ability to articulate why changes may weaken security envelopes is a must. Knowledge of Domain Name System (DNS) technologies and how they are secured. Experience with Virtualization Technologies (VMware, Hyper-V) is a plus. Strong verbal, written, presentation, and report-writing skills are required to effectively communicate with customers and internal teams. Staying current on IT security trends, vulnerabilities, and news. Researching security enhancements and best practices. Recommending security enhancements and services. The candidate must be able to meet and uphold CJIS requirements. Basic knowledge of Linux is a plus. Microsoft SC-500 certification is a plus. Legally authorized to work in the US without sponsorship. Must demonstrate a “can-do” attitude. We focus on candidates that display our "ACE" factor – Attitude, Compassion, and Enthusiasm to deliver quality solutions with exceptional customer service. Compensation Compensation: $70,000-$100,000 Benefits What you get: We offer an energetic work environment with many corporate culture amenities, competitive salary, and rich benefit plan including: Medical, Dental, Vision, 401K, 529, Life Insurance, Income Protection Short and Long-Term Disability, Medical and Child/Elder Care, Flexible Spending Account Plans, Family Planning Benefits, Financial Education, Identity Theft Protection and Assistance, Legal Services, Employee Assistance Program, Two weeks’ vacation, additional paid time-off for Personal and Sick, certification and hands-on training, and employee discount for product services and entertainment. Sentinel is proud to be an equal opportunity employer including disability and veterans. In accordance with Title VII and state regulations, all qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, marital status, pregnancy, genetics, disability, military, veteran status or any other basis protected by law. If you are an individual with a disability and need assistance in applying for a position, please contact View email address on click.appcast.io. The “Know Your Rights” Poster is available here Sentinel EEO Policy Statement is available here. #J-18808-Ljbffr