Security Specialist I

JOB SCOPE

The Security Specialist interacts with stakeholders outside of Technology Operations and Charter Communications for Acceptable Use Policy (AUP) enforcement, business records production, and issues related to the security of personally identifiable information (PII). Activities may include answering incoming calls, initiating outgoing security related customer campaigns, and researching requests for business records from law enforcement. Performs security and customer support services under general supervision. Ensures consistent treatment of customers accused of violating Charter's Acceptable Usage Policy (AUP). Interacts with the residential and commercial customer base to assist in resolving security incidents and concerns. On a rotating basis, may also answer on-call phone calls from Law Enforcement Agents (LEAs) for exigent requests that require immediate assistance.

DUTIES AND RESPONSIBILITIES

• Processes searches submitted to Charter by law enforcement and other legal entities. Uses available tools to identify an account from an IP address, phone number, name, email address, address, SSN, payment information or any other provided information and takes appropriate action.

• Manages multiple tasks simultaneously and is able to determine priority or ask for clarification from leadership. Utilizes multiple software tools with multiple computer screens.

• Processes inbound abuse complaints from outside parties. Uses available tools to identify an account from an IP address and takes appropriate action.

• Uses existing Splunk queries, reports, and dashboards to identify wireless users.

• Responds to Customer Operations initiated service tickets within department service level objectives.

• Supports departments outside CSOC for blacklist and spam list removal, and other customer-face service issues.

• Makes outbound calls and sends emails to customers to alert them of security related issues and problems.

• Can determine an immediate threat to life or ask for clarification, and can maintain composure during exigent and stressful interactions with law enforcement.

• Assist with the maintenance of department process documentation.

• Identifies patterns with security events.

• Enforces security policies and procedures by administering and monitoring security profiles, reviews security violation reports and investigates possible security exceptions, updates, and maintains and documents security controls

• Understands the department's processes and tools. Makes recommendations to leadership for improvements in processes and tools. Involved in the evaluation of products and/or procedures to enhance productivity and effectiveness

• Educates IT, Technology Operations and other Charter stakeholders about security policies and consults on security issues

• Performs other duties as assigned.

BASIC / MINIMUM QUALIFICATIONS

• Associate's degree in Information Technology, Computer Science, or related field or equivalent work experience

• Minimum one (1) years of Experience in information systems environment, preferably in IT/Network Security

REQUIRED JOB QUALIFICATIONS

• Ability to read, write and speak the English language to communicate with employees, customers, suppliers, in person, on the phone, and by written

  communications in a clear, straight-forward, and professional manner

• Knowledge of Microsoft operating systems and applications

• Basic understanding of computer networks

• Knowledge of security issues, techniques, tools and implications. Ability to multi-task and manage time effectively

• Ability to work in a team environment, sharing workloads and responsibilities

• Basic ability to utilize Microsoft Office tools, especially Excel and Word, with the ability to document, prepare and present documents. Basic ability to modify documentation of processes and procedures using tools like Confluence and MS Office Suite

PREFERRED JOB QUALIFICATIONS

• Minimum two (2) years of Security Operations Experience

• Minimum two (2) years of Experience with law enforcement, intelligence, or public/private sector security org

• Familiarity with developing/maintaining security policies, procedures, and incident response activities

• Knowledge of current and emerging security threats and vulnerabilities

• Demonstrated flexibility and situational awareness

• Entry Level Certification from NSO CERTIFICATION/TRAINING REFERENCE GUIDE or equivalent industry certifications

WORKING CONDITIONS

• Office Environment