Incident Response Associate

DomainTools is the global leader for internet intelligence and the first place security practitioners go when they need to know. The world's most advanced security teams use our solutions to identify external risks, investigate threats, and proactively protect their organizations in a constantly evolving threat landscape. DomainTools constantly monitors the Internet and brings together the most comprehensive and trusted domain, website and DNS data to provide immediate context and machine-learning driven risk analytics delivered in near real-time.

As an Incident Response Associate, you will be a frontline defender of our digital infrastructure. You’ll ensure optimal system performance and provide swift, effective technical support, contributing to a secure and efficient environment.

Key Responsibilities:

Customer & End User Support:

• Provide outstanding customer service by resolving hardware and software issues promptly, accurately and professionally.
• Deliver end-user support services, including hardware and software troubleshooting, installation, and maintenance with speed, accuracy and an aim to delight the customer.
• Ensure timely and effective resolution of user issues and requests.
• Follow all best practices and standard operating procedures for end-user support.

NOC Service & Help Desk Management Support:

• Follow NOC processes for efficient service delivery and incident management.

• Provide effective and responsive support to end users.
• Leverage help desk software and tools for ticket management and tracking.
• Ensure all SLAs are being met or exceeded and standards and processes are followed.
• Escalate critical issues to management as needed.

Access & System Configuration:

• Manage user access controls.
• Follow all access management processes, including user provisioning, de-provisioning, and access reviews.
• Escalate to your manager any access-related security incidents and vulnerabilities.
• Perform data entry tasks accurately and efficiently.
• Assist with system configuration and user access management to maintain security and operational integrity.

Troubleshooting & Resolution:

• Conduct network troubleshooting and resolve connectivity issues.
• Troubleshoot and support PC and Mac environments, including hardware and software issues.
• Collaborate with IT staff on complex problems.
• Identify and escalate security and IT issues to your manager as needed.

Requirements:
• Associate’s of Bachelor’s degree in Computer Science, IT, or related field (equivalent experience considered).
• 2+ years of experience in an IT support or helpdesk role.
• Familiarity with ticketing systems (e.g. Jira Service Management), IT service management tools.
• Knowledge of cybersecurity best practices and compliance requirements.
• Knowledge of Windows, Mac, and Linux operating systems.
• Intermediate knowledge in unix system administration
• Basic understanding of network concepts (TCP/IP, DNS, DHCP, routing, network architecture).
• Experience with OKTA/SSO and user management.
• Exceptional problem solving and decision-making abilities.
• Strong project management skills and a focus on delivering results on time.
• Excellent communication and interpersonal skills for effective collaboration with cross-functional teams.
• Ability to learn new technologies and adapt to changing environments.
• Familiarity with security best practices and incident response.
• Familiarity with AI and machine learning concepts can be beneficial.
• SQL knowledge is a plus.

Required Skills:

• Strong knowledge of Linux and Mac operating systems.
• Basic understanding of network concepts and troubleshooting.
• Familiarity with ticketing systems and IT service management tools.
• Atlassian Suite
• Excellent problem-solving and analytical skills.
• Ability to work independently and as part of a team.
• Detail-oriented with strong organizational skills.
• Exceptional communication and customer service skills.
• Knowledge of system configuration and access management.
• Ability to handle multiple tasks and prioritize effectively.
• Strong customer service orientation and ability to provide technical support to non-technical users.