SOC IT Support Specialist (Cybersecurity)

TL;DR

SOC IT Support Specialist (Cybersecurity): Serving as the first point of contact for SOC and Operations Engineering to ensure smooth technical support operations with an accent on ticket triage, identity, and access-related requests. Focus on resolving EDR issues, managing Jira documentation, and supporting Microsoft 365 environments for U.S. clients.

Location: Remote (EST Timezone)

Company

hirify.global is a BPO provider specializing in staffing and technical support services for international clients.

What you will do

• Act as the primary contact for SOC and Operations Engineering, routing inbound calls and triaging tickets.
• Document all technical interactions and issue resolutions comprehensively within Jira.
• Resolve portal access issues, perform password resets, and conduct client portal demonstrations.
• Support Microsoft 365 environments, including user permissions and transitioning tenants to M365 Lighthouse.
• Perform basic Endpoint Detection & Response (EDR) troubleshooting, including agent installation and exclusion management.
• Process access requests for platforms such as NextCloud, SentinelOne, and Thinkst Elastic.

Requirements

• Minimum 2 years of IT support experience, specifically supporting U.S.-based clients.
• Proven experience in technical support and customer service workflows within a BPO company.
• Knowledge of the security industry, including risk mitigation and compliance frameworks.
• Hands-on proficiency using Jira.
• Strong verbal and written communication skills.
• High-speed internet connection (min 100 Mbps) with a reliable backup connection.

Culture & Benefits

• Permanent work from home arrangement.
• Immediate hiring process.
• Health insurance coverage for eligible locations.
• Standard 40-hour work week on an EST shifting schedule.