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, etc.) is preferred
• Ability to communicate effectively in writing and verbally
• Meticulous self-starter and problem solver with a service mindset
• Entry level candidates with passion for cyber security are welcome
Working Conditions
• Certification and On Job Training (OJT) will be provided
• Able to perform 12-hour shift duties at client sites
• Working hours: AM- 8:00am to 8:00pm / PM- 8:00pm to 8:00am
