1Path

• Leading and coordinating the day-to-day operations of the Managed Detection and Response (MDR) team • Ensuring the successful delivery of security monitoring, incident response, and operational support services • Managing team operations and driving service improvements • Coordinating escalations and ensuring operational excellence across the SOC environment • Handling managerial responsibilities including staffing, performance management, coaching, mentoring, and training • Collaborating cross-functionally with engineering, operations, leadership, and other departments

• Troubleshoot and resolve network-related issues involving firewalls, switches, wireless access points, VLANs, routing, VPNs, and general connectivity. • Support and maintain firewall environments, including rule changes, VPN configuration, firmware updates, and security reviews. • Configure and support managed switches, including VLANs, trunking, port assignments, PoE, and firmware maintenance. • Support wireless networks, including SSID configuration, access point updates, coverage reviews, and performance troubleshooting. • Monitor client networks and respond to alerts related to device availability, performance, and connectivity. • Assist with network project work, including firewall replacements, switch upgrades, wireless deployments, and network refresh initiatives. • Perform network assessments to identify end-of-life, end-of-support, unsupported, or misconfigured network equipment. • Create and maintain accurate network documentation, including topology diagrams, device inventories, IP addressing, VLANs, and configuration notes. • Coordinate with vendors for support cases, RMAs, licensing, and troubleshooting when needed. • Follow established change management, documentation, and security processes. • Work escalated network tickets from the service desk, NOC, or client-facing teams.

• Develop comprehensive project plans, including timelines, milestones, and resource allocation • Coordinate with internal teams and external vendors to ensure smooth project execution • Monitor project progress, identify potential risks, and implement effective mitigation strategies • Ensure adherence to project scope, budget, and quality standards • Serve as the primary point of contact for clients throughout the project lifecycle • Conduct regular meetings with clients to provide updates, gather feedback, and address concerns • Proactively identify opportunities to upsell additional services or solutions based on client needs • Lead project teams, providing direction, guidance, and support as needed • Foster a collaborative work environment, encouraging teamwork and knowledge sharing • Effectively delegate tasks and responsibilities to team members, ensuring accountability and productivity • Anticipate potential project risks and develop contingency plans to mitigate them • Quickly address issues or roadblocks that arise during project implementation • Escalate unresolved issues to senior management as necessary, providing recommended solutions

• Partner closely with Account Executives to evaluate customer environments and develop tailored infrastructure and security solutions • Participate in customer meetings by leading technical discussions, conducting discovery, and identifying solution opportunities • Perform technical discovery, architect solution designs, and create formal proposals and recommendations • Serve as a trusted technical advisor to both prospective and existing customers by building strong professional relationships • Review customer environments to identify areas for technology refreshes, optimization, expansion, or additional support • Educate customers on technology standards, operational risks, and alignment between business goals and technical strategy • Support customer business reviews by combining operational and technical insights from internal delivery teams • Drive adoption of RedHelm services through strategic technical guidance and upsell identification • Maintain expertise across RedHelm services and third-party partner technologies to support customer recommendations • Translate technical concepts and requirements into clear, business-focused recommendations for both technical and non-technical stakeholders • Collaborate closely with sales, engineering, operations, and leadership teams to support customer success and solution delivery • Ensure customer data and information are handled securely and in accordance with all RedHelm Information Security Policies • Maintain accurate documentation, customer records, opportunity updates, and technical information within CRM platforms • Will require occasional travel for business purposes

• Monitor and support customer infrastructure environments while proactively identifying and resolving operational issues • Utilize and monitor various support tools to proactively identify and assist clients with outages, performance concerns, and operational issues • Triage and remediate automated alerts from managed systems while escalating complex or high-impact issues to higher-tier support teams when required • Install software, patches, and system updates on servers and workstations in accordance with change control procedures and operational standards • Perform basic troubleshooting of WAN and edge technologies including direct internet circuits, MPLS, SD-WAN, firewalls, and routers • Administer and troubleshoot backup platforms including job maintenance, restore requests, and backup configuration support • Communicate clearly and professionally with internal teams and customers regarding ticket updates, issue status, and service progress • Maintain accurate ticket documentation, troubleshooting steps, and operational records within ticketing systems and support platforms • Support ongoing operational health and maintenance activities across customer environments • Collaborate with engineering, operations, and service delivery teams to ensure timely issue resolution and customer satisfaction • Ensure customer and company data are handled securely and in accordance with all RedHelm Information Security Policies • Adhere to RedHelm operational standards, escalation procedures, and best practices

• Serve as a primary point of contact for client technical issues via phone, email, chat, and ticketing system • Troubleshoot and resolve common end-user issues related to desktops, laptops, mobile devices, printers, and approved software • Perform basic user account administration, including password resets, group membership changes, and license assignments in on-premises and cloud environments • Support installation, configuration, and basic troubleshooting of client applications, VPN clients, and virtual desktop solutions • Accurately document troubleshooting steps, resolutions, and client communications within the ticketing and documentation systems • Identify, document, and escalate issues that exceed defined scope following established procedures • Execute documented scripts, workflows, and standard operating procedures • Provide end users with guidance aligned to security best practices and internal documentation • Collaborate with peers and other technical teams to ensure timely resolution and smooth handoffs when escalation is required

• Monitor, triage, and respond to security alerts, events, and incidents following defined SOC procedures and playbooks • Perform initial investigations to determine alert validity, scope, and potential impact • Accurately document investigations, actions taken, and outcomes in the ticketing system • Independently handle routine and low-to-moderate severity alerts and escalate higher-risk incidents as required • Identify patterns, recurring alerts, or anomalies and document findings for review by senior analysts • Communicate investigation findings clearly and professionally with internal teams and customers • Assist in identifying potential security gaps or misconfigurations and escalate observations appropriately • Support the monitoring and day-to-day operation of security tools and platforms • Follow all information security, privacy, and data protection policies when handling client data • Contribute to the maintenance and improvement of SOC documentation, procedures, and playbooks • Stay informed on common attack techniques, emerging threats, and relevant vulnerabilities • Maintain focus and accuracy while working in a fast-paced, alert-driven environment

• Identify, research, and pursue new business opportunities through outbound prospecting, networking, events, referrals, and inbound leads • Own the full sales cycle, including discovery, solution alignment, executive presentations, proposal development, negotiation, forecasting, and closing • Expand existing accounts by identifying upsell and cross-sell opportunities • Conduct consultative discovery to understand client business goals, technical environments, and infrastructure needs • Develop trusted relationships with decision-makers and key stakeholders • Sell complex technology solutions by confidently engaging both technical and executive stakeholders including CIOs, IT Directors, and Finance leaders • Stay informed on market trends, competitive landscape, and customer needs to identify growth opportunities • Accurately track and report sales activity, pipeline, and performance in CRM tools • Develop and maintain a strong, qualified pipeline aligned to annual revenue targets • Collaborate closely with internal teams (sales, marketing, product, and leadership) to align strategies and ensure a strong customer experience • Will require occasional travel for business purposes