At Optiv, we’re on a mission to help our clients make their businesses more secure. We’re one of the fastest growing companies in a truly essential industry.

In your role at Optiv, you’ll be inspired by a team of the brightest business and technical minds in cyber security. We are passionate champions for our clients, and know from experience that the best solutions for our clients’ needs come from working hard together. As part of our team, your voice matters, and you will do important work that has impact, on people, businesses and nations. Our industry and our company move fast, and you can be sure that you will always have room to learn and grow. We’re proud of our team and the important work we do to build confidence for a more connected world.

This position is part of our Technical Services Group (TSG) and is responsible for providing Optiv customers with technical and best practice guidance, hands-on configuration, implementation support, technical mentoring, and other service engagements such as health checks, assessments and workshops. The role also provides ongoing technical support to customers through rotations in our Technical Action Centre (TAC), which accounts for approximately 50% of the role. The Technical Services Group supports a broad base of clients in Canada spanning multiple industry sectors, including financial institutions, healthcare, retail, manufacturing, telecommunications and public sector. The Technical Services Group provides professional services and technical support for multiple security technologies.

Security Technical Consultants are billable resources and must demonstrate ability to function with very little tactical management oversight while exceeding client expectations. All Optiv consultants are responsible for completing assigned projects in a manner consistent with the team’s consulting standards and to provide support consistent with service level objectives, both of which emphasizes the importance of providing exceptional customer service.

Primary Duties and Responsibilities

1. Lead day-to-day billable operations within various client projects; including:
   • Perform enterprise level product deployments
   • Train customers on how to use Optiv installed technology
   • Create and contribute to project reports
   • Provide clients tactical and strategic guidance aimed at helping achieve project goals and mature security postures
   • Develop and communicate client project status
   • Set project expectations
   • Ensure the timely delivery of all consulting work
2. Help develop and mature client rapport through onsite and remote communications
3. Assist Sales in client scoping and the development of project change orders
4. Respond to client Technical Support requests and questions as primary support contact for Optiv supported security solutions, including:
   • CyberArk/SailPoint/Okta
   • Cisco/Palo Alto
   • ExaBeam/LogRhythm

5. Provide technical support via telephone, ticketing system and remote desktop sessions.

6. Facilitate escalation of support requests and client communication to vendor partners.

7. Identify up-selling opportunities within client accounts and communicate those opportunities to the Sales team. 

8. Communicate client concerns, questions and conflicts to Sales team and to Managing Consultant. 

9. Have an advanced understanding and expertise around all facets of the security industry. 

10. Identify opportunities for operational improvement and assist in the development and roll-out of new consulting methods and tools. 

11. Complete administrative project tasks like time and expense entry, status reporting, and project completion reporting.

12. Perform other duties as assigned

We are seeking security consultants with significant security technology experience in supporting, implementing, upgrading and optimizing client security environments, with a demonstrated ability to lead projects. This role will need to be filled by a person that is comfortable living in the customer’s realm as well as building a partnership with cross-functional groups throughout Optiv. A strong desire for success and a positive demeanor is essential to this job. The ideal candidate will have a strong understanding of the service-oriented nature of this position.

• Experience in providing support to mission critical client security infrastructures
• Certifications and experience in deploying, implementing and supporting one or more of the following in multiple environments of differing complexity: CyberArk, Palo Alto or Cisco. (Certs are desired)
• Minimum 4 years’ experience in providing front line triage support to clients on security technologies.
• Familiarity with enterprise networking principles and protocols
• Experience in leading project implementations
• Experience leading customer facing meetings relating to scoping, problem management, status updates, knowledge transfer
• Experience interfacing directly with OEM suppliers on support issues  
• Documenting and reporting on client problems
• Experience in a customer facing /consulting capacity
• Problem solving skills and ability to work under pressure, work non-standard hours and willingness to share on-call responsibilities 24/7. Ability to Travel 15-20%
• Knowledge of enterprise IT infrastructures, configuration, and management
• Proficient in Windows client and server systems and exposure to Linux and Mac environments
• Working knowledge of standard network protocols such as HTTP, HTTPS, DNS, VPN, TCP/IP, FTP, TFTP, SMTP
• Solid understanding of endpoint security, network/general security, AV/Malware industry, and endpoint security best practices
• Ability to communicate complex concepts to people with varying technical knowledge
• Ability to translate customer needs into technical solutions and recommendations
• Ability to handle/manage multiple simultaneous engagements
• Superb troubleshooting/diagnostic/analytical skills
• The ability to analyze data and think outside the box
• Should have a curious nature, one that leads you to want to dig and ask questions and keep at it until you figure out the answers
• Ability to recognize patterns and see correlations
• Excellent observation skills, and be capable of seeing both the minute details and the "big picture”
• Federal Security Clearances or willingness and ability to obtain clearances, this includes 5-10 years of verifiable residency in Canada and no outstanding criminal convictions.

Why you’ll love it here:

If you are seeking a culture that supports growth, fosters success and moves the industry forward, find your place at Optiv! Optiv’s mission is to deliver comprehensive, integrated cybersecurity programs to optimize customer security programs to be more effective, efficient, manageable and measurable. Our aim is to become the world’s largest cybersecurity solutions integrator by leveraging our expertise in security technology, market-leading services, and innovative approaches. We have served more than 12,000 clients of various sizes across multiple industries, we offer an extensive geographic footprint, and have premium partnerships with more than 350 of the leading security product manufacturers. Optiv is a privately-held company backed by KKR, a leading global private equity firm.

With Optiv you can expect:

• Entrepreneurial and collaborative environment
• A competitive total rewards program
• Professional training opportunities
• Engaging and fun culture
• Opportunity to work with industry leading, talented peers

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