Job Description

Your tasks

  •  Handle service requests, incidents, problems, and changes with accuracy and adherence to cybersecurity best practices.
  •  Manage the full lifecycle of support tickets, ensuring timely resolution and proper closure.
  •  Maintain complete, accurate, and high‑quality documentation for all tickets and technical activities.
  •  Train, mentor, and support First Level Support Engineers to strengthen frontline technical capability.
  •  Provide clear, proactive communication to customers throughout the resolution process.
  •  Perform structured incident and problem resolution, including root‑cause analysis and collaboration with senior engineers when required.
  •  Take ownership of assigned process roles and demonstrate accountability in daily operations.
  •  Meet time‑management expectations by aligning work with planned tasks and budgeted hours.
  • Provide multi‑level technical support (aligned with seniority...

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