MSS Support Agent (Denver, CO OR Overland Park, KS) in Elkridge, MD at BetterJobs

Date Posted: 11/8/2019

Job Snapshot

Job Description

Company Description

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.

Job Description

The MSS Support Agent will be responsible for updating customer work requests and following operating procedures to perform MSS support tasks including health checks, reporting, work ticket acknowledgment and assignment, basic troubleshooting and other tasks as required for MSS service health and operation.  The MSS Support Agent will contribute to the development of knowledge base and troubleshooting information to expand the efficiency and performance of MSS services.

This role requires the ability to develop skills on multiple security products and work closely with staff of higher tiers, Service Delivery, and clients to provide ongoing communication of status and timely response to MSS service tickets.


  • Work with staff of higher tiers to establish procedures for task handling, initial troubleshooting and escalation to a customer, partners and internal staff as appropriate.
  • Receive and acknowledge customer tickets, obtain clarification if needed and assign to the appropriate level with appropriate timeframe and urgency.
  • Post regular updates to client tickets per SLA requirements, procedure guidelines and at the direction of staff of higher tiers.
  • Follow established procedures and policies to perform responsibilities, manage client requests and acquire required product training and certifications.
  • Develop product, technical and security skills in order to perform more advanced service tasks and troubleshooting.
  • Participate in knowledge sharing and training from Senior MSS Support Agents and higher tier staff on procedures and use of security products.
  • Escalate unresolved problems to higher tier staff when needed within SLA timeframes.
  • Apply escalation guidelines.
  • Contribute to Knowledge Base and share technical info.
  • Decode error messages and provide corrective action
  • Document “most often asked questions”
  • Search Vendor’s Knowledge Base and other sources for known issues
  • Comply with established response times.

Job Requirements


  • Basic understanding of TCP/IP network architecture and devices is a must
  • General security knowledge or training
  • Excellent time management, reporting, and communication skills
  • Superior problem-solving skills
  • Ability to use incident ticketing system and keep incident ticket status current.
  • High School degree or equivalent training


  • Shift flexibility, including the ability to provide on call support when needed
  • Valid Driver’s License
  • Ability to work greater than 40 hours per week
  • Ability to travel at least 10 percent of the time
  • High School Diploma or Equivalent Experience


  • Experience working with Internal and client Ticketing Systems for Incident and Problem Tracking (i.e. Remedy, RemedyForce, Heat, etc.)
  • Good networking knowledge and familiarity with OSI model (Network+ Certification a plus).
  • Have some SQL database experience.
  • Have some Linux OS experience.
  • Familiarity with malware and malware analysis.


  • Technical Knowledge: Ability to learn and quickly become proficient with a vast number of technologies, providing both support and troubleshooting services in a professional and authoritative manner
  • Written Documentation Skills: Writing documentation for tasks, procedures and knowledgebase articles needed to support the understanding and efficiency of MSS services.
  • Consultative Approach: Able to determine client needs and obtain clarification as required to properly triage client requests to the appropriate resource.
  • Technology Evangelizer: Proactively researches and assesses security technology; explores new innovations; early tester of new and emerging technologies.
  • Analytical Proficiency: Ability to analyze data and draw logical conclusions.
  • Effective Communication: Uses advanced verbal and non-verbal methods of communication to influence customers and colleagues.


  • Process Improvement: Able to identify and recommend improvements in Optiv’s methodology and internal processes. Ability to provide input and support for updating consulting tools and techniques.
  • Professional / Industry Networking: Utilizes professional contacts within and outside of the organization
  • Acts with Integrity: Demonstrates the qualities of being ethical, forthright, and trustworthy
  • Quality: Champions quality in daily role
  • Manages Ambiguity: Able to work in an environment where the structure and direction may be unclear or changing
  • Conflict Management: Able to prevent and manage conflict; create win-win situations
  • Promotes Teamwork: Builds collaboration among team members by sharing information and resources
  • Organizational Fit: Able to work within the Optiv environment
  • Self-Awareness: Able to identify personal strengths and weaknesses and engage in self-directed growth

Additional Information

All your information will be kept confidential according to EEO guidelines.