Supervises maintenance and administration activities within the Cyber Security infrastructure and provides an advanced level of technical support over the phone, chat and/or via support tickets. _ Take ownership of complex system/application issues. _ Applies creative problem-solving techniques to identify the source of problems, while at the same time keeping them aware of resolution progress via the ticketing system. _ Analyzes configurations, uses initiative and advises on potential pitfalls that an end user may experience using existing or planned methods and suggests alternatives that may better serve the stability of their solution. _ Proposes and implements system enhancements (software and hardware updates) that will improve the performance and reliability of the system. _ Solves end user technical issues, which may include OS, level, webserver, database server, security applications, DNS, SMTP, user management and permissions, or other software issues.

KNOWLEDGE/SKILLS/ABILITY: 

Advanced knowledge of servers/computer hardware and software. Strong knowledge of platforms or systems used for:

SIEM_ Packet Capture_ SSL Decryption_ Malware Detection_ IDS_ Network Monitoring Tools_ Ticketing System_ Knowledge Base_ Web Security Gateways_ Email Security_ Data Loss Prevention_ Anti-Virus_ Network Access Control_ Encryption_ Vulnerability Management_ Enterprise Hypervisor Management (vCenter, Zen, Hyper-v)

SKILLS: Advanced working knowledge of network fundamentals, including diagnostics with UNIX and Windows system tools. Advanced knowledge of Windows 2008/2012 server, current versions of IIS, active directory, DNS, SMTP, and TCP/IP. Expert troubleshooting of OS, web platforms and relational databases. Advanced knowledge of DNS, including diagnostics with Windows and UNIX tools. Expert working knowledge of Linux OS. Expert knowledge of network fundamentals. Advanced knowledge of relevant web services, mail, MBU, Linux, MySQL and monitoring applications. Drive to continually expand knowledge in the areas of new technological developments and trends.

Attention to detail in documenting information and ability to show ownership of follow through in security system resolutions. Solid problem-solving abilities coupled with a desire to take on responsibility. Strong written and verbal communications skills.

JOB COMPLEXITY: Oversees level-appropriate requests via phone, chat, and the ticket system. Escalates support requests according to escalation procedures. Schedules and coordinates level-appropriate maintenance. Troubleshoots and resolves system service issues and OS level issues. Receives and resolves issues escalated from lower level admins. Creates and maintains end user loyalty by serving the above and beyond their expectations. Due to the 24x7 operations of the business, must be able to work a flexible work schedule, may include nights, weekends, holidays and emergency situations.

SUPERVISION: Performs tasks with little supervision, receives escalations from others. Supervises and coaches individual contributors.

 EXPERIENCE/EDUCATION: Requires a high school diploma/GED AND 4 - 6 years system administration experience. Bachelor's degree in Computer Science or related field preferred. CCNA Security preferred. One or more of the following Linux+, RHCSA, RHCE, and MCSA/MCSE certifications_