Job Description:
- Level 1 technical support for the customers and focus on fulfilling and resolving assigned incidents and service requests.
- Monitoring and reporting of systems: Network/System/Website up time and security alerts
- Assisting with the processing of user accounts, assisting in complex ticket requests, and participating in escalations with subject matter experts
- Hands-on experience in Unix/Linux and Windows administration
- Strong foundation in Internet protocols (TCP/IP) and security concepts
- Hands-on experience in Security Information Event Management System (SIEMS)
- Strong ability to understand and analyze log and network packet data
- Strong foundation in security threat and attack countermeasure
- Analytical problem solving and troubleshooting skill
- Effective time management and organizational skill
- Handles day to day call activities and volume
- Support and enhance internal processes, particularly Incident Management and Problem Management
- Ability to provide technical support over the phone and email with professional demeanor
- Require working on 3 varied shifts including night, weekends and holidays.
