Endpoint Security Support Executive (Onsite & Remote Technical Security support), Mumbai

Job Description:

JOB DESCRIPTION of Endpoint Security Support Executive

Job Title (Designation): Assistant Manager II

Endpoint Security Support Executive

Department: Information Technology

Reports to: Senior Manager

Experience: 2 /3 Years of work experience

Required Qualification: Diploma in Engineering/Any Graduation Degree

Preferred Qualification: Diploma in Engineering/Any Graduation Degree

Skill, Knowledge & Trainings:

• Excellent command / highly proficient in spoken and written English
• Should have Exceptional customer service skills.
• Troubleshooting skills for Windows Operating Systems (OS).
• Should have working knowledge of softwares/tools used for management of Antivirus, Inventory, Application control, Windows Patches & Builds & Browser security.
• Proficient knowledge of computer systems and its peripherals.
• Microsoft trainings on Server / Client OS Fundamentals & Security preferred.

Core Competencies:

• Excellent in teamwork with a strong sense of responsibility, accountability, reliability, and commitment
• Self-motivated & Self starter
• Ability to quickly adapt to new technologies
• Ability to thrive on challenges/pressure
• Ability to manage task flow and complete assigned project on time
• Demonstrate solid time management, communication, decision making, human relations, organizational skills and ability to set and manage priorities in a results-oriented way
• Have an analytical nature in order to determine the underlying reason for a particular problem.
• Solve non-standard issues that may require analytical and conceptual thinking

Functional Competencies:

Security Products Related Support for the following.

• Antivirus / EndPoint Detection & Response (EDR), Extended Detection & response (XDR).
• Endpoint Patch Management.
• Application Whitelisting Solution.
• Data Loss Prevention (DLP) Management.
• Performing Health-check exercises to ensure Compliance enforcement & adherence of all systems beings managed.
• Logging call with OEMs / Service providers for various issues and vulnerability related closure.

Additional Competencies

• Strong technical knowledge of Microsoft product line including Windows & Client Operating Systems & MS Office 
• IT asset tracking knowledge and related documentation.
• Expertise in advance level troubleshooting of incidents impacting end users.
• Capacity management of Servers hosted in virtualized environments.
• Adhere to system security practices.
• Support multiple users in a timely and efficient manner, following timely escalation process/procedures.
• Research, resolve, respond to, and document appropriate user inquiries, as requested.
• Escalate or re-assign issues as needed to appropriate resources for resolution.
• Good knowledge of Local Area Network infrastructure.
• Knowledge on basic handling of Virtual hosted Servers.
• Effective Co-ordination with various support teams/departments /vendors.
• Proficiency in Email and Telephonic communication.
• Ability to multi-task and prioritize workload
• Ability to make independent decisions when required for problem resolution.

Job Purpose: Maintenance of Compliance of End user Windows systems by effective management of Security products of Antivirus, EDR & XDR, Windows Security Patches, Application Whitelisting solution & Data Leakage Solution.

Area of Operations Key Responsibility 

• Onsite & Remote Technical support to users & Onsite consultants
• Using centralized ticketing system for receiving & closing support related calls.
• Ensure support tickets are responded to in a timely manner and resolved in accordance to predefined company standards.
• Running day to day Server & Application checklists as part of Server / application management.
• Submission of monthly / quarterly reports for applications / servers being managed.
• Maintenance & Submission of various documentation & reports for Audits.
• Maintaining the build environments for all products and platforms.
• Adhere to Asset Management procedures, ensuring assets are fully tracked & information is maintained throughout its lifecycle in a timely fashion.
• Plan, execute and finalize procurement for technology spending across the organization. Experience in obtaining quotes from vendors and negotiations.
• Management of End user centralized Application Softwares used for Browser management, Asset Inventory management, Antivirus management. Patch management.
• Management of Voice Recording Systems (VRS).
• Management of onsite AMC vendor team to ensure call resolution is within agreed Service Level greement (SLA).
• Setup and support for hosting meeting via softwares such as Cisco Webex / Zoom.
• Audio / video conference systems setup such as Polycom / Blue Jeans.
• Vendor management. 
• Replacement / Upgrade of hardware / software in line with organizations Asset Obsolescence policy & procedure.
• Assessment of VA/PT (Vulnerability Assessment / Penetration Test) reports and related work for closure of vulnerabilities.
• Day to Day investigation work related to SOC (Security Operation Centre) alerts & reports.
• Planning & Executing BCP for various applications being managed.
• Performing Health-check exercises to ensure Compliance enforcement & adherence of all systems beings managed.
• Provide technical support to onsite and remote personnel to ensure prompt restoration of service on a variety of systems and applications.
• Installation, configuration, maintenance and troubleshooting of existing endpoint environments including imaging and complete system setups.