Job Description:
- Perform remote standby during weekends, public holidays, and after office hours for Monday – Friday.
- Provide phone/email and on-site (if required) support, resolving, mitigation, troubleshooting and investigating issues pertaining to cybersecurity solutions the company has implemented for its clients.
- Log incidents (either via phone or email) into incident management system (ITSM).
- Track and handle all incidents within client’s SLA.
- Coordinate with stakeholders for service recovery and follow through all the necessary escalation to respective team(s).
- Follow up with client on pending tickets for closure.
- Provide daily handover report after each shift.
- Onsite training during office hours as part of onboarding process and occasional trainings to keep up to date with the product
Job Requirements:
- Professional certifications in Information Technology or related fields.
- Self-motivated, always keen to learn new technologies and able to work independently.
- Possess logical thinking process in solving technical problems.
- A well-natured team player with strong customer centric mindset.
- Good communication skills with clients and various stakeholders.
- Experience or knowledge in Microsoft Windows and Server, Microsoft SQL, Networking and Virtualisation is an added advantage.