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
• This role operates on a rotating 12-hour shift schedule, comprising both day shifts (8:30am - 8:30pm) and night shifts (8:30pm - 8:30am).
• Selected candidates will undergo on-the-job training (OJT) prior to being assigned to the formal shift roster.

Working Conditions

• Please note this is a shift role. Certification and On Job Training (OJT) will be provided