About Integralis

Senior Security Analyst

Submission Deadline:
30 March 2012
Location:
Theale, UK
  • Providing proactive technical support in English and where applicable to the role German (and/or French), in a timely and professional manner in alignment with SLA
  • Review, resolve and subsequently close service requests/tickets and complete change requests
  • Interacting efficiently with the other team members in order to sustain a highly technical environment, sharing knowledge regularly
  • Developing a rapport with customers and to engender long lasting relationships
  • Adhering to escalation and call management processes and procedures
  • Providing accurate, succinct and sufficiently detailed documentation of work performed
  • Writing detailed technical articles for the Integralis Knowledgebase
  • Providing coaching and mentoring for security analysts on technologies as required
  • Attending training courses covering products and technologies
  • Maintaining and improving personal knowledge of technologies
  • Maintaining performance when under stress, and managing time effectively through the application of organisation and planning skills
  • Demonstrating commitment to delivering solutions within time and to a high level of customer satisfaction
  • Taking responsibility as a senior analyst to pick up more difficult service requests/tickets or changes
  • Dealing with challenging customers in a professional and business friendly manner, handling political as well as technical escalations
  • Assisting other support analysts with difficult cases and take over them if required
  • Maintaining and building relationships with assigned top customers, arranging site visits and/or conference calls as needed
  • Provide out of hours support on a rota basis as required
  • Experience in a similar role, ideally within the IT Security industry
  • Excellent TCP/IP networking skills
  • Knowledge and appropriate certification on any of the following - Firewalls, Content Scanners/ Proxies or IDS systems
  • Experience of products from vendors such as Checkpoint, Juniper, F5, Bluecoat, Cisco, Crossbeam, ISS, Sourcefire
  • Very good knowledge of Unix (Solaris, Linux, BSD) and/or Windows (2000, 2003, 2008)
  • Internet/network security experience/knowledge
  • Outstanding track record of experience in a highly customer facing role
  • Lateral thinking combined with excellent problem solving capability
  • Strong commitment to personal development and a drive to develop themselves technically
  • Must demonstrate a great ability to establish credibility with the Integralis team, and with customers
  • Ability to share knowledge with colleagues to the overall benefit of the Department
  • Excellent troubleshooting skills
  • Excellent communication skills combined with professional telephone manners
  • Very high capability to cope with pressure, maintaining performance when under stress, and managing time effectively through the application of organisation and planning skills
  • Must have excellent communication and interpersonal skills and the ability to deal and own challenging situations
  • Ability to view the situation from the customer's perspective and to draw on experience in order to balance opposing technical and commercial needs
  • Initiative - ability to handle and resolve difficult technical issues without escalation
  • Ability to troubleshoot a problem using generic troubleshooting techniques – not relying purely on product expertise
  • Troubleshooting knowledge of a number of supported Vendors/Products
  • Proven ability to work on support cases with little product experience
  • Excellent command over English and where applicable German (and/or French)
If you are interested in applying for this position, please email us at: uk.careers@integralis.com