About this role
Ensign is hiring ! Responsibilities
• Provide day-to-day end user support of a Secure Service Edge solution in a 24/7 staffed operations • Ensure all user reported incidents and user enquiries are properly tracked, escalated and with proper closure • Perform end-to-end incident management, troubleshooting and resolution, adhering to SLA • Escalate incidents to L2 engineer or vendor support when required • Raise Change Requests for configuration changes • Manage agent software upgrades and rollout • Process and fulfill Service Requests in accordance with SLA • Monitor health of the solution • Monitor and respond to system alerts • Work closely with Operation Lead to ensure tasks are executed • Maintain existing operational documentation to ensure that changes are captured
Requirements
• Diploma or Degree in Information Technology or related discipline • Good knowledge in End User Support • Knowledge in Networking and/or Cyber Security (e.g., Firewall, Secure Web Gateway, Threat Detection, etc.) is preferred • Ability to communicate effectively in writing and verbally • Meticulous self-starter and problem solver with a service mindset • Entry level candidates with passion for cyber security are welcome
Working Conditions
• Certification and On Job Training (OJT) will be provided • Able to perform 12-hour shift duties at client sites • Working hours: AM- 8:00am to 8:00pm / PM- 8:00pm to 8:00am