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Tier-1 employer and metro location but niche security-appliance specialization reduces applicant density.
Specialized security appliance and incident-response skills indicate strong domain bias and low cross-industry transferability.
Mandatory domain experience and vendor certifications required, plus L3 support responsibilities.
Provide advanced technical support to clients by diagnosing, troubleshooting, and resolving security incidents and problems, ensuring zero missed SLA conditions.
Maintain and update knowledge articles, monitor service delivery against SLAs, and handle incident documentation and closure according to defined procedures.
Collaborate with clients, vendors, and team members to escalate and resolve incidents, and maintain secure and accurate configuration of technical assets.
Bachelor's degree or equivalent in Information Technology, Computing, or related field.
Professional level certification in networking technologies such as JNCIE, FCSS, or FCX (Juniper, Fortinet).
Seasoned experience in security technologies (Firewall, IPS, IDS, Proxy) and providing technical support including remote support in these areas.
Workplace: Hybrid working arrangement.
Strong expertise in security technologies with hands-on experience in incident diagnosis, troubleshooting, and resolution.
Capable of maintaining service delivery within SLA by proactive monitoring and coordination with multiple stakeholders including vendors and clients.
Demonstrates analytical and logical thinking with attention to detail, able to handle technical documentation and collaborate effectively in a team environment.