Noc / Soc Analyst

Overview

The NOC / SOC Analyst opportunity may be based in either our Auckland (Parnell) location, Hawke's Bay (Hastings CBD) or Christchurch (CBD) locations.

We're progressive technology consultants who understand business.

We partner with kiwi companies of every shape and size to help them work better every day.

With offices all around New Zealand, we're a diverse and value-led company.

And we're looking for our next Tribie to add to the team.

So, if you believe that we're better together, keep reading!

About You

You're a customer-focused individual who thrives on putting customers first and achieving outcomes for them.

You're a team player and can work both independently and within a team.

You've got at least 2 years relevant industry experience.

You've got strong verbal / written communications skills and know your way around documentation.

You have a solid understanding of Security principals and applications in a business setting.

About Tribe

Why work with us?

We're 100% Kiwi-owned and committed to future focused IT.

We work with cutting-edge tools.

You'll get plenty of opportunities to level up your career.

We champion community engagement and giving back, and you get to be part of it.

We live our values (Teamwork, Respect, Innovation, Bravery, and Empowerment).

You'll get a competitive salary plus incentives and health benefits on us.

Role Overview

The NOC / SOC Analyst is an important role within Tribe, making sure our customers are well supported and looked after daily.

Whether it be working alongside your Tribe colleagues in the Security and Automation Team or helping the wider team to achieve great outcomes, the focus is always on creating an excellent customer experience.

As a NOC / SOC Analyst at Tribe, you will actively monitor our service and security tools, respond to alerts and security incidents, and drive all things managed for our managed services.

You actively check on the health of our customers daily (they depend on you) and you follow through with the wider teams to ensure that all these critical managed activities are proactively managed and acted upon.

Your motivation comes from knowing that you make a difference every day to so many customers and to our Tribe through your diligent actions and follow up.

Along with engaging and fulfilling work you will deliver positive commercial outcomes for our Tribe, based on key management and support deliverables specific to the Security and Automations Team.

You will bring insights and ideas to the team and engage proactively in your own personal development with the knowledge that Tribe values and is committed to your growth and learning opportunities as part of our wider business plan.

Role Responsibilities

Central to this role is our customers; in everything you do the customer is the focus, achieving great outcomes that both you and Tribe can be proud of.

Have a strong focus on the achievement of your role objectives or KPIs – this will generate the right outcomes for the team, customers, and Tribe.

Act as a contributing member of the Cybersecurity & Automation Team - sharing your knowledge, insights and empower yourself and others to do our best work.

Identify opportunities to simplify and improve processes – then help improve them – be Brave and Innovate.

Monitor and triage the Tribe infrastructure and security alerts queue and proactively check all Tribe's Managed Service systems for alerts and manage these in our ticketing system.

Run the alerts process and ensure all alerts are dealt with in a timely manner.

Look for patterns across alerts and tools data and identify areas where infrastructure, application or security changes are required and escalate incidents where necessary.

Proactively seek opportunities to enhance Tribe's ticket response processes through the use of AI and automation.

Add to, maintain, and police our schedule of service checks (daily, weekly, monthly, quarterly, etc.) that ensure all the ongoing core central deliverables of services to our customers are met; Did we back it up?

Is it patched?

Monitor Tribe service delivery systems to ensure they are operating healthily, and where necessary, escalate to senior security or technical delivery colleagues to ensure they are configured and operating as expected.

Review alerts from all Managed Services systems for accuracy, and fine tune alert thresholds to remove noise and ensure accuracy of alert information.

Ensure our Tribe are only working on actionable tickets.

Monitor and deliver our Email Protection Service.

Ensure legitimate emails are successfully delivered, phishing / spam is blocked, and triage user-reported and quarantined email.

Communicate directly with cross-Tribe teams to ensure successful handover of incidents, risks and ongoing project items including actively handling the escalation of incidents to security or technical delivery and ensure smooth handover and timely follow-up.

Act as a key member of the customer onboarding project team, actively installing Tribe tools, setting up appropriate monitoring and alerting and ensuring the rest of the customer team is well informed of progress.

Work closely with Tribe system owners and the Business Operations team to run and update both manual and automated monthly reconciliations of tools - usage and license counts.

Own 'housekeeping' for Tribe customers, actively looking for opportunities across our customers to align standards, update configurations and implement changes to constantly improve customers environments and uptime.

Review customer documentation, look for gaps, refine as necessary and liaise with customer teams to help ensure complete coverage of all documentation and configuration of our documentation system(s) to meet this need.

Respond to security incidents as an incident responder role as defined in Tribe Incident Response plan.

As you gain experience in the role, act as the security lead for your assigned customers on Tribe Managed Security agreements.

Skills, Education & Work Experience

Minimum 2+ years relevant industry experience.

At least 1 year of experience working in a central IT Management environment.

Experience in working within a high performing IT Team environment.

High level of verbal and written communication skills – documentation skills a must.

Extensive use of ITIL style ticketing systems to manage incidents and / or problems, e.g. HaloPSA, Accelo, ConnectWise, Autotask, ServiceNow, Atlassian Jira, BMC.

Excellent end to end troubleshooting skills to quickly assess large quantities of data and identify root cause.

Ability to work in a team and collaborate on all aspects of managed services and automation.

Good understanding of security principals and applications in a business setting, experience of implementing and maintaining firewalls.

Broad experience of networking fundamentals, TCP / IP, DHCP, DNS, Routing, Subnetting etc. and experience of network management systems.

Deep knowledge of Microsoft OS and Cloud, particularly Windows Server Operating systems, Azure and Microsoft 365.

Good knowledge of Virtualisation platforms such as VMware, Proxmox and Hyper-V and how they are managed.

1-2 years of experience with a Management / Automation systems such as RMM, e.g. Kaseya, N-Central, Datto RMM, SCCM, Intune.

Experience and knowledge in backup technologies with firsthand experience of implementation and restoration using Datto, Acronis or Veeam.

To find out more about Tribe, please visit our website at and follow us on LinkedIn.

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