DUTIES AND RESPONSIBILITIES:
- Responsible for addressing Service Requests (Non incident related). (Service Request shall be defined as those changes that are low risk and frequently recurring)
- Provides technical support and work with vendor’s support teams to resolve issues.
- Maintains inventory of tickets (issues, service requests and changes) pertaining to solutions being handled and maintains documentation for security diagrams and procedures.
- Escalation to equipment vendor. Trends onsite engineer shall follow the escalation process agreed between Client and the equipment vendor.
- Perform daily monitoring and checking of the platform status through client provided monitoring tool.
- Submits reports such as Service Request Reports as required and interacts with principal for restoring services and resolving problems of the platform.
- Oncall support on weekends as needed.
QUALIFICATIONS:
Education (preferred):
- A graduate of any 4-year IT related courses
Experience:
- Experience in handling / administration of endpoint anti-virus software or EDR
- With at least 1 year or 2 of related experience if preferred
Certifications (preferred):
- CCNA Certification