Job Description
Responsibilities
Provide day-to-day end user support of a Secure Service Edge solution in a 24/7 staffed operations
Ensure all user reported incidents and user enquiries are properly tracked, escalated and with proper closure
Perform end-to-end incident management, troubleshooting and resolution, adhering to SLA
Escalate incidents to L2 engineer or vendor support when required
Raise Change Requests for configuration changes
Manage agent software upgrades and rollout
Process and fulfill Service Requests in accordance with SLA
Monitor health of the solution
Monitor and respond to system alerts
Work closely with Operation Lead to ensure tasks are executed
Maintain existing operational documentation to ensure that changes are captured
Requirements
Diploma or Degree in Information Technology or related discipline
Good knowledge in End User Support
Knowledge in Networking and/or Cyber Security (e.g., Firewall, Secure Web Gateway, Threat Detection,...
Provide day-to-day end user support of a Secure Service Edge solution in a 24/7 staffed operations
Ensure all user reported incidents and user enquiries are properly tracked, escalated and with proper closure
Perform end-to-end incident management, troubleshooting and resolution, adhering to SLA
Escalate incidents to L2 engineer or vendor support when required
Raise Change Requests for configuration changes
Manage agent software upgrades and rollout
Process and fulfill Service Requests in accordance with SLA
Monitor health of the solution
Monitor and respond to system alerts
Work closely with Operation Lead to ensure tasks are executed
Maintain existing operational documentation to ensure that changes are captured
Requirements
Diploma or Degree in Information Technology or related discipline
Good knowledge in End User Support
Knowledge in Networking and/or Cyber Security (e.g., Firewall, Secure Web Gateway, Threat Detection,...
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