Fortress Security Risk Management is a nationally recognized full-spectrum cybersecurity firm dedicated to protecting its clients from the financial, operational, and emotional ravages of cybercrime. Headquartered in Cleveland, OH, Fortress primarily has a regional footprint but since digital technology has no borders, provides security services to clients in 13 states and in over 100 countries. 

Fortress provides a comprehensive and integrated suite of security services featuring:

 Security Consulting

·       Incident Response Planning

·       GRC Advisory

·       Frameworks Assessments

·       M&A Cyber Due Diligence

·       3rd Party Vendor Risk

·       Technical Testing

·       Multi-Factor Authentication

·       Identity & Access Management

·       Insider Threat Detection

·       Training/Phishing Tests)

Managed Security Solutions

·       Cyber-as-a-Service and Virtual CISO

·       Managed Patching

·       Endpoint Detection & Response

·       Managed SIEM

·       Managed Backup

·       Help Desk

All managed and monitored in wholly owned and operated 24/7/365 U.S. security operations centers.

 Incident Response

·       Contain & Control

·       Threat Elimination & Disaster Recovery

·       Digital Forensics & Investigations

·       Litigation Support

·       Remediation

·       Crisis Project Management

·       Post Incident Assessments & Improvement Roadmap

Fortress associates are dedicated to the communities in which we serve and actively participate on numerous nonprofit boards and tirelessly donate our time to many charitable organizations. 

Fortress is proud to be an equal opportunity employer, focused on recruiting and retaining top talent at every level. We employ premier associates in the industry who deliver value and support to our growing client base. We believe in training and career development for all associates. As you may imagine, as a cybersecurity firm, we hold ourselves to the highest level of security and discretion. As such, all new employees must undergo our standard background check and drug screen test for pre-employment purposes. 

Position Overview

The Security Operations Center Analyst is responsible for reactive customer request management. Provides basic support and troubleshooting such as password resets, printer configurations, ticketing routing and escalation.  The position operates on a rotating schedule in support of operations 24 hours a day, 7 days a week.  Hours to be determined based on need of the service desk. 

Why people love this job

It's challenging and different every day.  There is constant learning involved with really cool systems and applications.  Not only is your team very fun and friendly, but helping people is always rewarding and this job incorporates a lot of helping!  You get to constantly evolve with new procedures, environments and services and get an understanding of how overall systems work.  And, you are encouraged to study and receive certifications that FSRM pays for.

Responsibilities

• Provide exceptional customer service and technical expertise on inbound calls and tickets generated by our customers.
• Troubleshoot issues relating to:  Windows domains and workgroups
• Windows networking (mapped network drives, shared folders, printers, etc.)
• Active Directory
• User profile creation and modification
• Onsite Exchange and hosted Exchange environments (Office 365, Google Apps)
• Microsoft Office Suite (2007-2016)
• Windows 7/10, macOS
• Third party applications with the assistance of the vendors support staff
• Perform support remotely to our managed services customer using our remote monitoring and management tools.
• Log time entries and notes for support and maintenance performed.
• Provide customers with timely written and oral updates regarding their support cases.
• Ensure all tickets worked include the problem, the solution, the end user, initiation and completion time, and end user satisfaction.
• Follow outlined escalation procedures.

• Bilingual/Multilingual Requirement: English AND French, German, Japanese, or Chinese
• Must be a team player with excellent communication skills and possess the ability to manage assignments independently.
• Must have the ability to also work collaboratively when necessary.
• Must be comfortable working in a fast-paced and high energy environment.
• Strong decision making and problem-solving abilities
• Individual must possess exceptional organizational skills and the ability to handle multiple tasks concurrently.
• Candidates must be reliable and punctual.

• Required:

  Bachelor’s degree in computer science, management information systems

  OR

  Associates degree plus 1 year of work experience

  OR

  2 years of work experience  

   

  Preferred:

  CompTIA A+

  MCSA Windows 10

  Office 365

  Active Directory

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, manual dexterity of hands and fingers is required to operate a computer keyboard, mouse, power tools and to handle other computer components. The employee is required to sit for long periods of time.  

All your information will be kept confidential according to EEO guidelines.

This position is 100% remote if you want it to be, or, if you are local to the Cleveland, Ohio area, you are more than welcome to work in our new, spacious office in mid-town.