Cybersecurity Support Specialist
3 semanas atrás
To manage customer requests relating to security technologies according to Service Level Agreement and standard incident management processes. These technologies may include Fortigate, Checkpoint, Juniper, ZScaler and BigIP.
Customer issues could be raised by:
- Customers themselves (Reactive Support)
- Monitoring activities (Pro-active Support)
Responsibilities:
- Initiate Root Cause Analysis when total outages are resolved or upon management requests.
- Regular reviews with Level 1 security support, Level 2 support and engineering teams for post-review incidents.
- Change Management:
- Handle change requests on customers' Security infrastructures & technologies with respect to the defined Service Level Agreement.
- Change may be initiated following customer or internal requests.
- Perform Risk Level Assessment together with related stakeholders on targeted change.
- Participate in regular governance with the Change Advisory Board (CAB) to validate requests.
The ideal candidate will have:
- Degree or Master degree in IT or Telecommunications field from a recognized university.
- CCNA certified.
- Security certification such as Fortinet NSE 4/5/6/7, Palo Alto, PCNSA/PCNSE/PCSAE, Checkpoint CCSA/CCSE are desirable.
- ITIL V3 Foundation (optional).
- Microsoft Certifications (optional).
- Any certification within the related fields will be a definite advantage - Juniper / Zscaler.
- Experience: 3 years as IT customer support or IT Administrator or 2 years in a similar role.
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