Ensign is hiring !

Duties and Responsibilities

Provide remote corrective and preventive maintenance support on assigned security solutions.
- Privileged Access Management (PAM) – CyberArk, BeyondTrust, Delinea
- Content Disarm Reconstruction (CDR) - Votiro
- Secure Service Edge (SSE) – Zscaler, Palo Alto Prism Access
- Data Loss Prevention (DLP) – Trellix, Forcepoint, Microsoft Defender / Purview
Perform fulfillment of service requests on assigned SaaS-based security solutions, such as onboarding, setup of custom reports and dashboards
Develop and maintain support documents including instructions to perform patching, version upgrades and other operational tasks related to the assigned security solutions.
Log support cases with the respective vendors, to resolve product issues. This may involve arranging remote call sessions with the vendor support.
Respond to enquiries on assigned security solutions, including remediation steps for security vulnerabilities, hardening and checks on applicable CVE by working with vendor support.
Take ownership of the support cases assigned, and follow-up until case closure.
Provide technical support for clients according to SLA
Responsible for level 1 / 2 operation support.
Manage support cases to ensure issues are recorded, tracked, resolved, and follow ups are done in a timely manner
Provide fault isolation, root cause analysis for technical issues and perform onsite firmware upgrades
Ensure compliance to policies, processes, standards and documentation requirements for both internal and clients’ organization
Periodic 24x7 on-call/on-site support

Requirements

Good communications skills
No prior experience required
Skilled in technical troubleshooting with a strong ability to analyze and resolve complex issues, while effectively communicating updates to stakeholders
Basic project management, customer service and stakeholder management skills
May required to be on standby after support hours.

Ensign Services

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