Sr. Engineer

Job description:

Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries
Receive, log and manage calls from internal staff via telephone and web portals
1st line support - troubleshooting of IT related issues for Windows 10/11, MS outlook, Knowledge of various mobile devices (Apple, Android, Windows)
Escalate unresolved tickets to the infrastructure support team
Log all calls in the tool SNOW (Service Now)
Ability to multi-task and prioritize workload
Ability to adapt to continuously changing procedures and environment
Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
Maintain a high degree of customer service for all support queries and adhere to all service management principles
Provide stats for the weekly Service Desk report on call trends
Publish support documentation to assist staff with requests for information & provide staff training if required

• To clearly understand the client's cybersecurity environment and respective product.
• To monitor, configure, and troubleshoot cybersecurity issues and related monitoring tools
• To analyse and validate cybersecurity incidents in-detail and help the L3 team with RCA/data or logs collection
• To enable knowledge transfer/trainings through creation/ maintenance of configuration documents, test plans, operational manuals and provide operational training to L1 team.
• To analyse and fine-tune cybersecurity policies, participate in cybersecurity review calls pertaining to change requests & recommendations on cybersecurity policy changes.
• To implement changes, monitor security device performance and implements performance tuning when necessary.
• To prepare analyses and reports to highlight the project progress/challenges and ensure quality and accuracy to the client