l1 support EngineersYONDU INC.

Job Description
DUTIES AND RESPONSIBILITIES:
Provides first-level support to queries and issues using the knowledge base in accordance with the incident management and request fulfillment process.
Logs all tickets/service requests thru Ticketing System and ensure that all are escalated to the appropriate next level of support.
Monitors alert from different security platforms and perform initial investigation and triage capturing all pertinent details that are documented through the ticketing tool.
Ensures that service incidents are acknowledged, escalated, and resolved according to the Service Level Agreement (SLA).
Monitors availability of the different platforms and coordinates with platform support notifies customers during platform outages.
Prepares reports and assure that information is readily available.
Can be tapped for security platform deployment activities and testing and product support.
Other job-related activities that may be assigned from time to time.
JOB SPECIFICATIONS:
Education - At least graduate with a Bachelor's Degree in IT, Computer Science, Engineering, or any related course.
Related Work Experience - At least 1-2 years of working experience as a technical call center representative or any equivalent role.
Cloud (AWS or AZURE) experience/background.
Knowledge - Knowledgeable in the following:
Knowledge of different types of applications and the latest technologies.
Knowledge of cloud platforms, data management, and security.
Familiarity with web-based software design using IIS, SQL Server, Classic ASP or ASP.Net C#
Understanding of user interface design and information architecture.
Knowledge in Malware handling and anti-virus technologies.
Basic understanding of Networking.
Preferably with a background in Vulnerability Scanning.
Skills:
Ability to convey complex technical situations to end-users of all technical abilities.
Ability to quickly grasp and comprehend new situations/technologies and think on your feet.
Ability to work with minimum direction to achieve goals.
Excellent communicator, able to understand issues and discuss them effectively among technical, software development, business development, and partner stakeholders
Diplomacy, tact, and poise under pressure when working through customer issues.
Skills in troubleshooting and analyzing problems
Emotional intelligence, decision-making, and a drive to solve problems.
Strong analytical skills, coupled with the ability to think outside the box.
Ability to work independently and with a cross-functional team.
Must be adept to work in a fast-paced environment with tight SLAs.