Help Desk Manager job description

We are looking for a certified Help desk manager to sign up for our crew. You will be accountable for main our technical help team to provide first rate customer support and solve all technical issues.

As a Help desk manager, you have to have a strong technical heritage mixed with customer service enjoy. A problem-solving mind-set with an capacity to motivate your crew to achieve specific desires are essential abilities to perform properly on this position.

Ultimately, you should have the ability to ensure high pleasant technical aid and increase client satisfaction.

Help Desk job description

• Manage the help table group and compare performance
• Ensure customer service is well timed and correct on a each day basis
• Recruit, train and guide assist desk representatives and technicians
• Set specific customer service standards
• Contribute to improving customer service by means of actively responding to queries and handling complaintsEstablish first-class practices through the complete technical assist process
• Follow up with clients to identify regions of improvement
• Develop each day, weekly and monthly reviews on help desk team’s productivity
• Provide customer remarks to the appropriate internal teams, like product developers

Requirements

• Proven work experience as a Help table manager
• Hands on revel in with help desk and remote manage software
• Solid technical background with an ability to give commands to a non-technical audience
• Customer-carrier orientated with a problem-solving attitude
• Excellent written and verbal communications capabilities
• Team management abilties
• BSc degree in Computer Science, Information Technology or relevant field

Latest helpdesk jobs 2020 March

The essential job of an IT service desk work area is to fill in as the essential purpose of contact for checking/owning episodes, tending to client demands/questions and giving an interchanges channel between other help the board capacities and the client network. Notwithstanding these center capacities, the administration work area regularly assumes a functioning job in catching change demands, keeping up outsider help contracts, overseeing programming licenses and helping with issue the executives.

In certain associations, the administration work  help desk job area is coordinated into different business procedures, for example, 

• Representative Onboarding 
• Securing Integration 
• Information Access Management 
• Provider/Partner Onboarding and Off-boarding 
• Revealing and Metrics the board 
• Business Continuity Management 
• Framework/Service Monitoring
• Find the latest helpdesk jobs near me 

IPS: essential protection for your client workstations

Viruses, spyware, Trojans, malicious codes of all kinds ... Their number continues to grow, the Internet being their main vector of propagation. The Google search engine alone would account for several million infected web pages. Nothing surprising when the sale of kits allowing anyone to develop and launch their own attack proliferates. Becoming a cybercriminal is now within everyone's reach…


Workstation security has for a long time been limited to the use of an antivirus and a firewall. But today, this level of protection is far from sufficient to effectively secure the workstation and the data it contains. Based on signature databases, antivirus systems do not evolve at the same rate as the creation of new malicious programs. Hackers adapt and use variants of viruses that go beyond these traditional protections. Increasingly complex Internet browsers and office software are subject to exploitable security vulnerabilities. Computer threats are everywhere.

In the event of successful attacks, the harmful effects on the company are multiple: lower productivity, lower turnover, loss of credibility, affected image ... Not to mention the fact that the time spent eradicating this malware has a cost .

Only intrusion detection and prevention systems (Host-based Intrusion Prevention System or H-IPS) can effectively protect client workstations from unknown threats, targeted attacks or zero-day attacks. Unlike the antivirus, the performance of the HIPS is not based on signature databases but on an intelligent detection mechanism. It will thus detect any program with abnormal behavior on the workstation and block it instantly, even before it runs. Your computers and the critical data they contain are secure, financial losses and potential damage to the reputation of your business are limited.

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choosing an IDS / IPS solution for PCI DSS

Whether you opt for an NIDS or NIPS solution in an appliance, as a software or as a firewall module, a series of criteria that must be taken into account when choosing and deploying a solution are described below. Incident monitoring in a PCI DSS compliance environment:

• You must have signature-based detection, anomaly analysis and support for state inspection (stateful protocol analysis)
• It should be able to analyze the perimeter of the PCI DSS network and the segments that are considered critical. In this case, analyze the option of deploying different sensors in the critical areas to be monitored
• The solution should allow customization of alerts and detection criteria, in order to manage false positives and add new detection / prevention controls additional to those provided by the manufacturer
• The solution must allow to be updated on a regular basis, both for its components and for its signatures. Keep in mind that rebooting of the equipment is often required to finalize the updates, so it is essential to manage your updates based on what is described in requirement 6.4.5 to avoid unavailability of the control that can lead to a vulnerability in the environment
• In the case of appliances, keep in mind the scalability of the device and the density of network ports, including management ports

Likewise, it is recommended:

• Before putting an IDS / IPS solution into production, define a “learning” period in which the device can capture, analyze and obtain statistical information on the normal behavior of the network in order to establish thresholds for anomaly detection
• If an inline IDS / IPS solution is deployed, keep in mind that this equipment can become a single point of failure, so it may be necessary to install devices in high availability in case of failures and perform periodic analyzes of equipment performance to prevent bottlenecks
• When monitoring traffic coming from open public networks, ensure that the IDS / IPS sensor can access the traffic in clear text, otherwise it will not be possible to monitor encrypted traffic
• Ideally, the solution should be able to link to the centralized event registration system (req. 10.5.3 and 10.5.4) and send alerts using different channels (email, SMS, etc.)
• It is recommended to validate if the solution allows integration with other security devices, such as the reconfiguration of rules in firewalls and switches in response to the detection of an intrusion
• Analyze the security features of the solution for self-defense in case of targeted attacks
• If virtualization solutions are available, consider the need to monitor the network segments on this type of platform (including virtual switch)

INTRUSION DETECTION AND PREVENTION SYSTEMS INTRODUCTION 2020

An IDS (Intrusion detection system) is software that automates the intruder detection process.

An IPS (Intrusion prevention system) is the software that has IDS capabilities and can also try to stop possible incidents.

IDPS (Intrusion detection and prevention systems) focuses on identifying possible incidents, logging information on them, trying to stop them and reporting them to security administrators. The information it records are important events observed and then produce the reports.

There are techniques to respond to the detection of an intruder, which may be the change of security measures (eg, firewall reconfiguration) or change the content of what they are attacking.

The IDPS technology will depend on the type of event they are monitoring and the way in which they unfold.

There are many types of IDPS technologies, which differ mainly by the type of events they are able to identify and the methodologies used to identify incidents. However, all types of IDPS technology typically perform the following functions:

Record information related to the observed events: the information is usually stored locally or can be sent to separate systems as logging servers.

Notify system administrators about important events observed: these notifications, commonly known as alerts, can be made through different methods such as emails or syslog messages.
Generate reports: summaries of monitored events.

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What is managed security?

Managed Security includes intelligent, automated and customized security management solutions. Whatever the needs of your company.

The supervision and administration of company security is an increasingly complex task:

On the one hand, cyber threats are increasingly sophisticated. There are a large number of latent threats capable of rapidly mutating.

The traditional perimeter of corporate security has disappeared and possible entry points have multiplied. To traditional teams, we must add the irruption of mobile devices, cloud, social networks, and so on.

We cannot forget either the need to comply with multiple regulations, the safeguarding of the brand and reputation. We must protect the competitive advantage and guarantee customer satisfaction. Also look for efficiencies through automation to achieve cost reduction.

In response to this context, a series of products grouped under the term Managed Security Services are emerging in the cybersecurity market . These group usual services in this field (antivirus programs, firewalls, intrusion detection, updates, security auditing, content filtering, etc.), but adopting a new approach to the company's security needs. Based on this new approach, these services are managed by a third party that assumes responsibility for them to remain operational and monitored at all times .

In summary, a security service provider ((MSSP) for English managed security services provider) helps your organization by protecting your IT environment and mitigating the risks associated with security management. For this, it analyzes any vulnerability and subsequently applies the necessary solutions.

Advantages of Managed ids ips Services :

Cost reduction: using a managed security service usually saves costs compared to the option of an organization investing in its own personnel, software and hardware.

Increase in experience and quality of service: outsourcing services is a good solution especially for small and medium enterprises, with problems to have qualified personnel in this area.
Security systems 24 hours a day and 365 days a year : many companies can only guarantee them during normal business hours.

Efficiency: greater agility in the policies of backups or in the management of patches and updates, among others.

What is the intrusion detection system

The term IDS (Intrusion Detection System) refers to a mechanism that secretly listens to traffic on the network to detect abnormal or suspicious activity and, thus, reduce the risks of intrusion. There are two distinct families of IDS: the N-IDS (Network Based Intrusion Detection System - Network Intrusion Detection System), which guarantee security within the network and the H-IDS (Host Based Intrusion Detection System - Network Detection System) Host Intrusions), which ensure security on the host.

N-IDS needs exclusive hardware and is a system capable of verifying the information packets that circulate on one or more network connections to find out if any malicious or abnormal activity is taking place. N-IDS puts one or more network adapters exclusive to the system in anonymous mode so that they have neither an IP address nor an associated protocol stack. It is quite common to find several IDS in different parts of the network. In general, probes are placed outside the network to study possible attacks, as well as internal probes to analyze queries that have passed through the firewall or that have been carried out internally:

Scheme for locating N-IDS on a network

H-IDs are on a specific host. Therefore, its software covers a large part of operating systems, such as Windows, Solaris, HO-UX and Aix, Linux etc.

H-IDs act as a daemon or standard service on a host system. Traditionally, H-IDS analyzes the specific information stored in the logs (syslogs, messages, lastlog, wtmp etc.) in addition to capturing network packets that enter / leave the guest, to detect intrusion signals (such as denial of service attacks, backdoors, Trojans, unauthorized access attempts, malicious code execution, buffer overflow attacks).