Job Description

Required Qualifications:

• Relevant Degree in IT
• Current AV/EDR/NGAV Vendor Certifications Security+
• Minimum 5 years maintenance and support experience in endpoint security, supporting and maintaining systems.
• Technical experience and troubleshooting skills in AV and/or EDR & NGAV technologies
• Customer Support experience
• SLA Service Delivery experience
• ITIL Version 3 Process Knowledge and experience
• E-mail security knowledge or experience

Key Performance Areas:

• Responsible for console management, server administration and management, troubleshooting, malware analysis, vulnerability remediation, data analytic reporting and incident handling.
• Provide technical support, including reporting and security application software management and administration.
• Perform daily system maintenance tasks to ensure system, agents and endpoints are compliant.
• Manage groups and define policies/rules as they relate to e-mail security and other anti-virus, anti-malware, AV/EDR and NGAV solutions.
• Cross skilling in other endpoint technologies will also be required.
• Keep security systems configuration documentation up to date. E.g., As-Built Configuration documentation and Maintenance tasks.
• Maintain awareness of latest security risks, exploits and vulnerabilities and apply them to the client environment as required.
• Investigate security event escalations and report on risks and vulnerabilities with suggested recommendations.
• Upon virus detection(s) initiate urgent action for restoring status quo to the infected endpoints to meet the Service levels.
• Ensuring version upgrades/patch updates as per OEM recommendation subject to client change control approval process.
• Good understanding and adherence to the ITIL version 3 framework. Incident Management, Service Request fulfilment, Change Management, Release Management.
• Ensure OEM 3rd level support calls are logged and resolved as per OEM resolution, as per client OEM Support Level.
• Compile and submit Root Cause Analysis as per SLA requirements with the assistance of a senior engineer (Problem Management).
• Provide customer SLA Reports or inputs into SLA reports.
• CISCO XDR/EDR
• QRADAR
• IAM solutions
• CISCO Firepower
• Tenable.io
• Other industry relevant tools and applications

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