About this role
Ensign is hiring ! Duties and Responsibilities
• Provide remote corrective and preventive maintenance support on assigned security solutions. • Privileged Access Management (PAM) – CyberArk, BeyondTrust, Delinea • Content Disarm Reconstruction (CDR) - Votiro • Secure Service Edge (SSE) – Zscaler, Palo Alto Prism Access • Data Loss Prevention (DLP) – Trellix, Forcepoint, Microsoft Defender / Purview
• Perform fulfillment of service requests on assigned SaaS-based security solutions, such as onboarding, setup of custom reports and dashboards • Develop and maintain support documents including instructions to perform patching, version upgrades and other operational tasks related to the assigned security solutions. • Log support cases with the respective vendors, to resolve product issues. This may involve arranging remote call sessions with the vendor support. • Respond to enquiries on assigned security solutions, including remediation steps for security vulnerabilities, hardening and checks on applicable CVE by working with vendor support. • Take ownership of the support cases assigned, and follow-up until case closure. • Provide technical support for clients according to SLA • Responsible for level 1 / 2 operation support. • Manage support cases to ensure issues are recorded, tracked, resolved, and follow ups are done in a timely manner • Provide fault isolation, root cause analysis for technical issues and perform onsite firmware upgrades • Ensure compliance to policies, processes, standards and documentation requirements for both internal and clients’ organization • Periodic 24x7 on-call/on-site support Requirements
• Good communications skills • No prior experience required • Skilled in technical troubleshooting with a strong ability to analyze and resolve complex issues, while effectively communicating updates to stakeholders • Basic project management, customer service and stakeholder management skills May required to be on standby after support hours.