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GSOC IT Operations Engineer
JOB TITLE: GSOC IT Operations Engineer
HOME DEPARTMENT: Corporate
REPORTS TO: Information Technology Manager
GENERAL DESCRIPTION
The GSOC IT Operations Engineer is responsible for providing hands-on technical support and operational reliability for systems that enable our Global Security Operations Center (GSOC). This role supports critical infrastructure including video walls, building security systems, network infrastructure, workstations, and cloud-based applications. The engineer ensures high availability, rapid incident response, and seamless integration across security and IT platforms in a 24/7 operational environment.
HOME DEPARTMENT: Corporate
REPORTS TO: Information Technology Manager
GENERAL DESCRIPTION
The GSOC IT Operations Engineer is responsible for providing hands-on technical support and operational reliability for systems that enable our Global Security Operations Center (GSOC). This role supports critical infrastructure including video walls, building security systems, network infrastructure, workstations, and cloud-based applications. The engineer ensures high availability, rapid incident response, and seamless integration across security and IT platforms in a 24/7 operational environment.
POSITION RESPONSIBILITIES AND EXPECTATIONS
- On-call work may be required, including coverage for nights, weekends, and holidays.
- Provide technical support, monitoring, and maintenance of all GSOC technology.
- Video walls, displays, controllers, and associated equipment.
- Operator workstations, monitors, and peripherals.
- Manage, administer, and troubleshoot network infrastructure, with a strong emphasis on:
- Design and implementation of site-to-site VPNs across multiple locations, ensuring secure and reliable connectivity.
- Monitor and troubleshoot VPN tunnels, firewall policies, and network performance using Fortinet tools and logs.
- Collaborate with cross-functional teams to support network infrastructure needs for new projects and deployments.
- Collaborate with software vendors to support software issues, upgrade, and feature implementations.
- Respond to and resolve outages and performance issues in a timely manner.
- Monitor system health, respond to alerts, and participate in incident response and root-cause analysis.
- Create and maintain technical documentation, runbooks, and standard operating procedures for all GSOC systems.
- Provide software support and maintenance of building security systems, including video surveillance and access control. To include management of building access.
MINIMUM QUALIFICATIONS
A. EDUCATION
- BS Degree in Information Technology, Network Engineering, Cybersecurity or equivalent preferred.
- Fortinet NSE Certification: Network Security Associate or higher.
- Other IT Certifications a plus: Networking (CCNA, CCNP, CCIE), Microsoft (MCSE), CompTIA (Security+, Network+)
B. EXPERIENCE
- 3+ years of experience in IT systems or operations support, preferably in security operations, NOC, or GSOC environments.
- Advanced network configuration and troubleshooting.
- Experience supporting 24/7 operations or shift-based environments.
- Proven experience managing Fortinet firewalls in enterprise environments, to include strong knowledge of FortiManager & FortiAnalyzer.
- Strong understanding of VPN technologies, including IPsec and SSL VPNs.
- Experience supporting video wall systems or large-format AV/display technologies.
- Solid understanding of Windows-based workstations and enterprise endpoint support.
- Experience supporting cloud-based applications.
- Strong troubleshooting skills across hardware, software, and network layers.
- Experience working effectively in a high-pressure, mission-critical environment.
- Demonstrated ability to develop and maintain technical documentation.
- Inbound/Outbound call center experience supporting internal and external customers.
C. KNOWLEDGE, SKILLS, & COMPETENCY
- Ability to work effectively in a high-pressure, mission-critical environment.
- Excellent problem-solving skills and ability to work independently or as part of a team.
- Excellent computer skills, including, but not limited to, in-depth knowledge of Microsoft-based products (such as MS Word, Excel, MS Office Suite, and Outlook) and the Internet.
- Ability to troubleshoot hardware and software problems on access control, CCTV, and alarm systems equipment.
- Strong interpersonal skills, including a sense of urgency when attending to customer needs and while interacting with TSi staff and vendors.
- Excellent problem-solving skills and ability to work independently or as part of a team.
- Excellent customer service skills, including a sense of urgency when attending to internal needs.
- Must be detail-oriented and have excellent organizational skills.
- Ability to work well independently and as part of a team.
- Excellent communication skills, including, but not limited to, the ability to effectively communicate both verbally and in writing.
- Strong time management skills, including ability to meet deadlines.
- Experience with creating, updating and resolving service requests in a service management system.
D. DRIVER’S LICENSE
- Must have a valid driver’s license.
- Must have clean driving record, satisfactory to TSi’s automobile insurance carrier.
E. PHYSICAL DEMANDS AND WORKING CONDITIONS
Job duties are performed both in-office and remotely in an in-home office setting, dependent on deliverables.
ACKNOWLEDGEMENT
I hereby acknowledge that I have received a copy of the foregoing job description, which sets forth the general duties, responsibilities, and expectations of my position with TSi. I have thoroughly reviewed and understand my job description and the duties and expectations of my position. I also acknowledge that, if I have any questions about this job description, I may direct them to my immediate supervisor or the Human Resources Department.
TECH SYSTEMS IS AN EQUAL OPPORTUNITY EMPLOYER
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