Job Description
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
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