Customer Support Executive

Responsibilities:

·         Supports the security of next generation endpoint technology (Windows and Mac).

·         Assists with coordination and implementation of efforts with various IT teams to ensure solutions are fully tested and deployed enterprise wide.

·         Designs, builds, tests, secures, and documents endpoint security standards.

·         Participates on project teams as a resource representing Endpoint Engineering.

·         Manage an Engineering Team and provide support for users with more advanced security software issues with the highest service quality and customer satisfaction.

·         Ensures OS, security, and application lifecycle updates are consistently deployed on defined schedule.

·         Leverages/Consolidate SCCM Intune, and other data sources to build executive reports to measure compliance and provide dashboard and metrics to leadership.

·         Analyse security product issues and create workarounds along with self-healing automation for silent remediations.

·         Works closely with the Security Operations team to improve workflow and tool usage workflow for enhanced monitoring and response capabilities.

·         Evaluates risk, address security issues, facilitate and execute remediation activities across the organization.

·         Patriate in  security assessment and validation of new technologies and major security changes.

·         Review security configurations and compliance on all endpoints technologies as well as assists with audits.

·         On-call for endpoint security incidents response and operational functions including triage, escalation, post-mortem, and remediation.

·         Uses data and operational metrics to analyse project and task results. Creates reports and charts to track progress and measures trends in the environment. Leverages data and reporting tools to make data-driven decisions about projects and tasks.

·         Engages with other IT support teams including Network Engineering, Enterprise Infrastructure, Service Desk, IT Security, and Technical Services to ensure a consistent approach for organizational support across the Enterprise.

·         Frontend new product POC and work closely with various stake holder including OEM.

·         Performs other duties and projects as assigned.

Requirements:

·         Strong analytical, troubleshooting, and problem-solving skills.

·         Strong technical understanding of Endpoint Security in End User Computing.

·         Effective organizational and time management skills.

·         Effective team management skills.

·         Demonstrates knowledge of, adherence to, monitoring and responsibility for compliance with the international regulations and laws as they pertain to this position (Endpoint Security).

·         Strong understanding of past, current, and emerging malware and security exploits.

·         Minimum of fifteen (15) + years of comprehensive IT experience working with multiple operating systems, such as Windows desktop and server, Mac, Linux, etc.

·         Minimum of five (5) + years of with Cisco AMP or equivalent EDR/EPP/MDR/XDR tools.

·         Minimum of five (5) + years of with PMC or equivalent Endpoint Privilege Management tools.

·         Knowledge in Zero Trust Security framework.

·         Expert knowledge EPP, EDR, XDR, MDR, Privilege Management Active Directory, including Group Policy, DNS and organization unit design best practices.

·         Knowledge of SCCM, Azure Active Directory, and Intune.

·         Deep understanding of the Windows registry, Windows and macOS permissions, macOS preferences, and drivers and software required to build baseline images.

·         Knowledge of  Mobile device management using Intune, JAMF.

·         Report writing expertise using Database Tools.

·         Advanced skills in creating SOP, SOW and Presentation decks using Microsoft Office applications including but not limited to Visio, Word, Excel, PowerPoint, and Outlook.

·         Exceptional verbal, written and interpersonal communication skills.

·         Ability to troubleshoot complex LAN/WAN issues related to connectivity, security, and physical location.

·         Ability to deliver stable and high-quality working solutions under deadlines in a fast-paced and dynamic environment.

·         Ability to make decisions that have significant impact on the enterprise.

·         Ability to manage ambiguity, operate effectively when things are not certain, or the way forward is not clear.

·         Ability to provide consultation and expert advice to management.

·         Ability to discuss emerging technologies such as cloud endpoint management.

·         Ability to make informal and formal presentations, inside and outside the organization; speaking before assigned team or other groups as needed.

·         Ability to deal with complex difficult problems involving multiple facets and variables in non-standardized situations.

·         Knowledge in securing/supporting/administering a virtual desktop environment running on VMware vSphere and Azure Virtual Desktop.

·         Experience creating deployment test plans, test cases, managing deployment groups, and soliciting feedback from pilot users. General understanding of software development, agile, CI/CD required.

·         Bachelor’s Degree in engineering or Cyber security  preferred and a minimum of five (5) + years’ experience with security engineering.