Job Overview

Our client is seeking a dedicated SOC IT Support Specialist to serve as the first point of contact for the Security Operations Center (SOC) and the Operations Engineering team. This role is critical to ensuring smooth technical support operations—handling inbound contacts, triaging tickets, performing first-level resolution on identity, endpoint, and access-related requests, supporting incident response, and escalating complex concerns to the appropriate teams. The ideal candidate combines strong communication skills with hands-on technical support experience and thrives in a fast-paced environment supporting U.S.-based clients.

Schedule

Monday - Friday, Shifting Schedule EST (40 work hours per week)

Responsibilities

• Serve as the first point of contact for SOC and Operations Engineering support, answering inbound calls and routing them to appropriate departments based on a call tree.
• Perform general ticket triage, including categorizing, prioritizing, routing, and escalating unresolved or complex issues to internal teams.
• Document all technical interactions, support actions, and issue resolutions comprehensively within Jira.
• Assist customers with portal access issues, including password resets, login troubleshooting, and conducting client portal demonstrations.
• Support Microsoft 365 environments by performing password resets, verifying user permissions, and transitioning tenants to M365 Lighthouse.
• Execute basic Endpoint Detection & Response (EDR) troubleshooting, including installing, uninstalling, updating, and applying exclusions to agents.
• Process access requests for platforms such as NextCloud, SentinelOne, and Thinkst Elastic, while implementing IP blocks and Aegis integrations.

Requirements

• Minimum of 2 years of experience in an IT support role, including experience handling U.S.-based clients/customers.
• Proven experience in technical support and customer service workflows within a BPO company.
• Demonstrated experience in the security industry, including knowledge of best practices, risk mitigation, and compliance frameworks.
• Hands-on software experience using Jira is required.
• Strong communication skills (verbal and written) alongside an eagerness to learn and adapt to new technologies.
• Strong problem-solving skills and the ability to work under pressure in a 24/7 shifting operational model.
• High-speed internet connection of at least 100 Mbps with a reliable backup connection available.

Independent Contractor Perks

• Permanent work from home
• Immediate hiring
• Health Insurance Coverage for eligible locations

Note

Please click the "Apply" button to complete your application, including the assessment questions, technical check, and voice recording. Your hourly pay rate will be established based on your performance in the application process; submissions with all requirements fulfilled will receive priority review.