ICT Engineer

Job Description

Key Responsibilities, Deliverables / Outcomes Implementation and configuration of IT network & endpoint security solutions, ensuring seamless integration with existing infrastructure and alignment with security best practices. Understand, troubleshoot, triage, and diagnose customer reported issues over the phone and via secure screen share. Serve as a subject matter expert on IT network & endpoint security technologies Firewall, WAF, EDR, MDM and other relevant solutions. Respond in a timely manner (with published SLA) to incidents and support requests. Collaborate with internal or external team members to resolve the customer reported issues. Host troubleshooting conference calls bridging multiple individuals from vendors, clients, third parties, etc. Test and replicate customer issues as part of troubleshooting process. Update customers and internal teams on progress of customer issues using their technical knowledge and unique solutions. Work closely with OEM / vendors to define new requirements and use cases from customer issues and feedback. Maintain accurate documentation of IT network & endpoint security configurations, policies, and procedures, and prepare comprehensive reports for clients and internal stakeholders. Provide training and knowledge sharing sessions to educate clients as necessary and internal teams (Technical & Sales) on IT network & endpoint security technologies, and emerging threats. Attend security audits / reviews for IT network and endpoint security solutions / products. Maintain a high degree of knowledge about competitive product developments, obtain necessary product certifications. Complete administrative project tasks like time and expense entry, status reporting, and project completion reporting. Show more Show less