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