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Job Description
Structured overview of role & requirementsAbout This Role
Maintain and monitor clients' firewall infrastructure to ensure 100% compliance with SLAs, focusing on incident and service request resolution.
Provide first-level support via ITSM tools, telephonic and chat interfaces, handling standard and low-complexity security/network incidents.
Schedule and execute maintenance activities like patching and configuration changes; participate in disaster recovery tests and document knowledge articles.
Minimum Requirements
Bachelor's degree or equivalent qualification in IT/Computing or demonstrated equivalent work experience.
Entry-level experience in troubleshooting and support within security, network, data center, systems, or storage monitoring in medium/large ICT organizations.
Working knowledge of ITIL processes and ITSM tools.
Workplace type: On-site.
Ideal Candidate Profile
Comfortable operating in a structured, process-driven environment with strict adherence to SOPs and ticket handling disciplines.
Capable of cross-cultural communication and coordination within global teams and clients.
Focus on client-centric service delivery with proactive problem identification and willingness to extend work hours when needed.