Duties and Responsibilities

• Provide remote corrective and preventive maintenance support on assigned security solutions.
  • Privileged Access Management (PAM) – CyberArk, BeyondTrust, Delinea
  • Content Disarm Reconstruction (CDR) - Votiro
  • Secure Service Edge (SSE) – Zscaler, Palo Alto Prism Access
  • Data Loss Prevention (DLP) – Trellix, Forcepoint, Microsoft Defender / Purview
• Perform fulfillment of service requests on assigned SaaS-based security solutions, such as onboarding, setup of custom reports and dashboards
• Develop and maintain support documents including instructions to perform patching, version upgrades and other operational tasks related to the assigned security solutions.
• Log support cases with the respective vendors, to resolve product issues.  This may involve arranging remote call sessions with the vendor support.
• Respond to enquiries on assigned security solutions, including remediation steps for security vulnerabilities, hardening and checks on applicable CVE by working with vendor support.
• Take ownership of the support cases assigned, and follow-up until case closure.
• Provide technical support for clients according to SLA
• Responsible for level 1 / 2 operation support.
• Manage support cases to ensure issues are recorded, tracked, resolved, and follow ups are done in a timely manner
• Provide fault isolation, root cause analysis for technical issues and perform onsite firmware upgrades
• Ensure compliance to policies, processes, standards and documentation requirements for both internal and clients’ organization
• Periodic 24x7 on-call/on-site support

Requirements

• Good communications skills
• No prior experience required
• Skilled in technical troubleshooting with a strong ability to analyze and resolve complex issues, while effectively communicating updates to stakeholders
• Basic project management, customer service and stakeholder management skills
• May required to be on standby after support hours.