Duties and Responsibilities:
- Manage the ticketing system and ensure all the tickets are up to date with the latest information/updates.
- Handles customers calls/escalation and performs 1st & 2nd level troubleshooting and resolution.
- Conduct analysis (impact & risks) on change requests and perform configuration changes.
- Take ownership of the issue and work with Engineering/Principle towards resolution.
- Monitor, track and communicate the status of support requests.
- Maintain products firmware, signature and patches up to date.
- Vendor/Principle coordination and management.
- Create and maintain technical documentations.
- Report possible threats or software issues.
- Install, program and commission devices, security equipment and software.
- Diagnose and troubleshoot hardware and software issues.
Requirements:
- Minimum 1-2 years of experience in project deployment or support.
- Analytical thinking and problem-solving.
- Experience working autonomously and prioritizing work with minimal input.
- Time management and multitasking experience.
- Strong knowledge of networking and IP concepts.
- Hands-on experience with IT security solutions like Data Loss Prevention, Web Proxy, Email Gateway, , Endpoint Detection and Response, etc.
- Excellent verbal and written communication skills.
- Detail-oriented and organized.
- Ability to work independently with little while maintaining a high level of efficiency.
