Cyber Security Engineer
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- Provide First and Second-Level Technical Support: Assist MSP partners and end customers with both basic and advanced network security issues.
- Troubleshoot and Resolve Issues: Address complex issues related to cloud-based and endpoint security products (macOS, Windows, iOS, Android).
- Respond to Support Requests: Manage support tickets, phone calls, Slack messages, and remote sessions.
- Document Support Actions: Capture detailed issue information in the ticketing system and maintain comprehensive documentation of support actions and resolutions.
- Identify and Escalate Issues: Identify and escalate complex issues to L3 support or appropriate teams.
- Develop Knowledge Base Articles: Contribute to the development and updating of knowledge base articles and training materials.
- Stay Current on Cybersecurity: Stay informed about the latest cybersecurity threats and best practices.
- Track and Report KPIs: Monitor and report on key performance indicators (KPIs) related to support activities.
- Minimum of 5 years of experience in technical support, with an emphasis on customer satisfaction and problem-solving.
- Experience with network security solutions and cloud technologies.
- Bachelor’s degree in IT, Computer Science, or a related field.
- Efficient Planning & Prioritization.
- Organized Execution & Composed Problem-Solving.
- Effective Communication & Stakeholder Engagement.
- Resource Management & Delegation.
- Informed Decision-Making & Commitment.
- Exceptional Verbal & Written Communication.
- Experience with virtualization technologies and cloud providers (AWS, GCP, Azure).
- Experience with network protocols including FTP/SFTP, SMTP, and SNMP.
- Knowledge base development and training creation experience.
- Industry certifications (e.g., CompTIA Security+, CCNA, CISSP) are preferred.
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