/Windstream is considered an essential business and we are HIRING NOW. As our company responds to COVID-19, the safety and wellbeing of our employees, customers, partners and communities is our top priority!/*General Summary:*This exciting entry-level opportunity in our Cybersecurity Operations Center (CSOC) entails oversight for Tier I response and customer-facing support for Windstreams suite of managed network security products and services.*Job Responsibilities: * * Maintain an effective, courteous, and timely channel of communication with customers from initial inbound call or outbound contact to satisfactory resolution of all issues. * Follow established identity assurance and access control procedures to guarantee the confidentiality and integrity of our customers sensitive data. * Quickly and efficiently identify, troubleshoot, and resolve emergent customer network security issues with an objective of first-call-resolution. * Monitor and manage multiple Event Monitoring and Incident Response ticket queues and triage/address as appropriate to meet established service level agreements for the systems in question. * Maintain currency in ESOC and Windstream product and service offerings, as well as support objectives and requirements thereof. *Typical Activities:* * Answer incoming customer and intra-team calls as presented to ESOCs 24/7/365 support call center. * Dynamically balance individual workload to accommodate ticket-related workload and incident response with the need to maximize call-queue availability. * Monitor alerts generated by Windstreams customer-facing Threat Monitoring systems (SIEM) as assigned and respond accordingly, triage, de-duplicate, clear, and/or escalate presented issues to higher-tier Analysts as appropriate. o Rigorously and accurately document all work carried out in response to customer issues to assure consistency, transparency, validity, and auditability of all troubleshooting efforts undertaken. o Coordinate with Team Leads, higher-tier Analysts, and Engineers to identify workflow-impacting and/or service-impacting issues as they arise.*Work Complexity:** *An Analyst should possess a sufficient understanding of basic local-area networking concepts--including but not limited to common LAN Services, IPV4/IPV6/NAT/PAT, sub-netting, applications, patterns of host interactions, and the role that perimeter security plays in a customer's network so as to ensure that the confidentiality, integrity, and availability of data and services provided by their network are not compromised by the changes recommended and/or implemented by the Analyst on the customer's behalf. This directive would encompass, at minimum: * Fundamental understanding of the OSI model and the ability to apply concepts while troubleshooting individual customer issues/. /Understanding of IP Networking including, but not limited to, IPV4, IPV6, NAT, PAT and sub-netting. * Ability to speak competently in regards to customers networks and network interconnects at all scales, and the Windstream Managed Network Security product suite. * Troubleshooting and support of all features and functions of next-generation firewall devices, including: VPN configurations accommodating a range of topologies, integration of customer-owned AAA platforms, high-availability architectures of all kinds, and the full suite of Fortinet-supported UTM functionality. * Basic understanding of all Managed Network Security platforms and the products and services supported by ESOC.*Minimum Requirements:*Associate Degree in a technical discipline and 3-4 years technical/telephony experience with 3 years directly related to the job; or 6 years of directly related telephony or network operations experience and/or an equivalent combination of education and directly related experience required.**Primary Location:** **US-South Carolina-Greenville***Job Category:** **Engineering****Requisition ID:** *21001080***Other Locations:** *United States*Employment at Windstream is subject to post offer, pre-employment drug testing. Equal Opportunity Employer including minority/female/disability/veteran; Without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, disability, marital status, citizenship status, military status, protected veteran status or employment status. Windstream is a drug-free workplace.