The Cybersecurity Admin is responsible for providing first-level technical support and troubleshooting assistance to end-users. This role involves resolving user issues in a timely manner, escalating more complex problems to higher-level support, and ensuring a high level of customer satisfaction.
Key Responsibilities:
1. Incident Management
- Identify and escalate situations requiring urgent attention.
- Track and route problems and requests and document resolutions and provide regular updates for follow up actions.
- Prepare activity reports and analyze common complaints and problems.
- Maintain detailed records of user issues
2. Customer Service:
- Respond promptly to customer inquiries via phone, email, or chat.
- Maintain a high degree of customer service for all support queries and adhere to all service management principles.
- Provide accurate information on IT products or services.
- Log all help desk interactions in the ticketing system.
Requirements
- Good understanding of network security and cybersecurity domain knowledge.
- Customer-oriented
- Ability to handle multiple tasks and prioritize effectively.
- Keen attention to detail.
- Willingness to learn and adapt to new technologies.
- Follow through the tickets and provide updates within a targeted service level
