Associate Security Operation Engineer
Summary
Provide day-to-day end user support for a Secure Service Edge solution in a 24/7 operations environment, handling incident management, troubleshooting, monitoring, and documentation.
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
Working Conditions
- Able to perform 12-hour shift duties at client sites
- Working hours: AM- 8:00am to 8:00pm / PM- 8:00pm to 8:00am