Level 2 Security Technical Expert
Internship Ebene, MAURITIUS Events
Job description
about the role
Key tasks and responsibilities:
Troubleshooting and resolving high complexity customer faults.
Provide next level technical support for Level 1 & 2 Specialists.
When resolution is not possible ensure that the fault is passed to the most appropriate escalation group able to resolve it.
Perform service changes by assessing risk and implementing requests reported within the agreed Change Management process through official Change tools.
Resolve service problems by performing root cause analysis and designing action plans for unknown errors reported through: Problem Management Dashboard.
Perform solution releases by authorizing, validating (changes, upgrades, updates, patches and migrations) and implementing them.
Manage customer (internal and external) requirements and provide them with regular updates.
Perform service improvement actions and update the action plan of the SIP.
Perform technical & management escalation as implied by the escalation process to ensure security tasks are progressing toward resolution and/or completion.
Ensure all escalations are attendeded to and reported to management
Regular audit on incident tickets and changes and documented.
Ensure training for new joiners and regular follow-up.
Evaluate new joiners performance in their probation period and provide a feedback to management.
Ensure all team members have the same technical edge and identify, implement any training needs needed to reach that objective.
about you
Skills and Qualifications:
At least 5 years experience in a similar field.
Excellent IP networks background
Good understanding of network security technologies (IPsec/SSL VPN, Wndows Active Directory, Firewall (checkpoint, Fortigates, Palo Alto), Antivirus,).
Good understanding of the UNIX and Linux.
Excellent understanding of IT & operating systems.
Excellent phone business communication & facilitation skills.
Good understanding of incident & change management processes.
Soft skill / business courses (Time management, facilitation skills, interpersonal skills, etc. ...).
Excellent command of verbal and written English.
French is a plus.
CCNA is a plus.
Educational background:
B.Sc. degree in Computer Science, communications or electronics engineering
department
Customer Services & Operations
contract
Regular