Job Purpose:
Provides technical support 24x7x365 to customers who need assistance utilizing
client-level hardware and software in accordance with established or approved
organizational process components (i.e., Incident Management).
Job Description:
To provide a professional first point of contact for the customer.
* To manage customer change requests and or incidents relating to the security infrastructures & technologies with respect to the defined Service Level Agreement, change management process, and or incident management process.
These changes or incidents could be raised by:
I) Customers (Reactive Support)
II) Monitoring activities (Pro-active Support)
* Provide continual updates to the customer and use internal escalation processes when necessary in order to meet contractual and performance objectives.
* Document all troubleshooting and case management actions via the ticketing system.
* To ensure on time resolution, by escalating to level 2 security engineers and management when necessary.
* Validate and perform risk level assessment together with related stakeholders on targeted change.
* Active participant in 247 operations of network security. This includes proactively monitoring and providing near-real-time status and reports to enable timely decision-making for operations.
* Conform to existing operational service processes, technical procedures, guidelines, and best practices (Change, Incident, Release Management)
Technical Skills:*
Solid Knowledge of networking concepts and protocols (TCP/IP, protocols,
routing, switching)
Basic knowledge on network security technologies such as Firewalls (FortiGate,
Palo Alto etc.), Proxies, Antivirus, Load balancers, IDS/IPS, WAF.
Knowledge of systems administration concepts for operating systems such as but
not limited to Unix/Linux, and Windows operating systems.
Knowledge of Windows and Linux operating systems.
basic Knowledge of the operations and processes for incident, problem, and
event management
Knowledge of remote access processes, tools, and capabilities related to
customer support.
Skill in identifying possible causes of degradation of system performance or
availability and initiating actions needed to mitigate this degradation.
Job Qualifications:
Bachelor 's degree in Engineering or computer science
Required 0-1 years of relevant experience
Security or relevant IT certification is a plus
posses good analytical skills
Troubleshooting skills
good commincation skills
Customer handling
Inquistive
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