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