DUTIES AND RESPONSIBILITIES:

• Provides first-level support to queries and issues using the knowledge base in accordance with the incident management and request fulfillment process.
• Logs all tickets/service requests thru Ticketing System and ensure that all are escalated to the appropriate next level of support.
• Monitors alert from different security platforms and perform initial investigation and triage capturing all pertinent details that are documented through the ticketing tool.
• Ensures that service incidents are acknowledged, escalated, and resolved according to the Service Level Agreement (SLA).
• Monitors availability of the different platforms and coordinates with platform support notifies customers during platform outages.
• Prepares reports and assure that information is readily available.
• Can be tapped for security platform deployment activities and testing and product support.
• Other job-related activities that may be assigned from time to time.

JOB SPECIFICATIONS:

• Education – At least graduate with a Bachelor’s Degree in IT, Computer Science, Engineering, or any related course.
• Related Work Experience – At least 1-2 years of working experience as a technical call center representative or any equivalent role.
• Cloud (AWS or AZURE) experience/background.

Please refer to job description.