Job description

KPMG is currently seeking a Specialist, MACS to join our Managed Services practice. Responsibilities: • Act as the initial point of contact for technical incidents, service requests, and operational inquiries via ticketing systems, chat, and phone; accurately categorize, prioritize, and manage tickets in accordance with established Service Level Agreements (SLAs); troubleshoot hardware, OS (Windows, macOS, Linux), identity/access management (Okta, Azure AD / Entra ID), and SaaS tools; document troubleshooting steps, maintain resolution logs, and contribute to internal Knowledge Base (KB) articles; coordinate escalation paths to L2/L3 engineers, platform owners, and vendor support when necessary. • Monitor SIEM platforms and endpoint detection and response (EDR) alerts (e.g., CrowdStrike, Sentinel, Defender); perform initial triage on reported phishing emails, suspicious authentication attempts, malware detections, and access anomalies. • Follow standard operating procedures (SOPs) for rapid containment, such as isolating affected endpoints or disabling compromised credentials; escalate confirmed or high-severity security incidents directly to the Security Operations Center (SOC) / Incident Response teams. • Keep active oversight of system health, application telemetry, and infrastructure dashboards (e.g., Datadog, Grafana, CloudWatch, Dynatrace); identify error spikes, latency degradation, service outages, or breached operational thresholds. • Correlate monitoring alerts with end-user incident reports to expedite root-cause identification; trigger incident command workflows or alert on-call engineering teams for critical service disruptions. • Act with integrity, professionalism, and personal responsibility to uphold KPMG’s respectful and courteous work environment. Qualifications: • Minimum of one year of experience in a technical support, helpdesk, or NOC/SOC environment; practical experience with ticketing and workflow tools such as ServiceNow, Jira Service Management, or Zendesk. • Bachelor’s degree from an accredited college or university is required. • Foundational understanding of cybersecurity concepts (threat vectors, multi-factor authentication, endpoint protection, zero trust principles); familiarity reading operational dashboards, metrics, and logs in tools like Splunk, Datadog, Prometheus, or Grafana. • Solid troubleshooting grasp of TCP/IP, DNS, VPNs, Windows/macOS administration, and cloud-first enterprise environments; exceptional written and verbal communication skills with the ability to convey complex technical issues clearly to both end users and technical teams. • Experience working in an ITIL-aligned service delivery framework; exposure to basic scripting/automation for routine support tasks (e.g., PowerShell, Bash, Python). • Certification in ITIL 4 Foundation, CompTIA Security+, CompTIA CySA+, or Microsoft SC-900 / SC-200; AWS Certified Cloud Practitioner or Microsoft Azure Fundamentals (AZ-900) preferred. • Travel as required by business needs. • Applicants must be authorized to work in the U.S. without the need for employment-based visa sponsorship now or in the future. KPMG LLP will not sponsor applicants for U.S. work visa status for this opportunity (no sponsorship is available for H-1B, L-1, TN, O-1, E-3, H-1B1, F-1, J-1, OPT, CPT or any other employment-based visa)

Requirements

Must-haves

KPMG is currently seeking a Specialist, MACS to join our Managed Services practice.
Correlate monitoring alerts with end-user incident reports to expedite root-cause identification; trigger incident command workflows or alert on-call engineering teams for critical service disruptions.
Act with integrity, professionalism, and personal responsibility to uphold KPMG’s respectful and courteous work environment.
Minimum of one year of experience in a technical support, helpdesk, or NOC/SOC environment; practical experience with ticketing and workflow tools such as ServiceNow, Jira Service Management, or Zendesk.
Bachelor’s degree from an accredited college or university is required.
Experience working in an ITIL-aligned service delivery framework; exposure to basic scripting/automation for routine support tasks (e.g., PowerShell, Bash, Python).
Travel as required by business needs.

Nice-to-haves

Certification in ITIL 4 Foundation, CompTIA Security+, CompTIA CySA+, or Microsoft SC-900 / SC-200; AWS Certified Cloud Practitioner or Microsoft Azure Fundamentals (AZ-900) preferred.

Application prep

Use the role’s language and application details while tailoring your materials.

Keywords to mirror

azurejirapythonaws

Platform: avature
Effort: medium