Security Analysts

The Security Analyst will provide support to ensure that all queries and issues are properly addressed and resolved through investigation and ticket response. Provides exceptional phone and email support to our customers experiencing issues within our industry-leading products. Performs 24hr/7 day monitoring and analysis, research and documentation of identified or reported issues, and professionally written and/or verbal communication with customers (both internal and external).

Location: YONDU HQ

Status: Urgent

# of Positions Available: 10

Job Description
  • Single Point of Contact of users both internal and external. Receiving, logging, and managing calls via telephone and email.
  • Provides second-level support to queries and issues using the knowledge base in accordance with incident management and request fulfillment process.
  • Logs all tickets/service requests thru Ticketing System and ensure that all are escalated to appropriate departments.
  • Ensures that service incidents are acknowledged, escalated, and resolved according to the Service Level Agreement (SLA). Take ownership of user problems and follow up on the status of problems on behalf of the user and communicate progress in a timely manner.
  • Prepares reports and assure that information is readily available. A representative of Service Desk Supervisor.
  • Other job-related activities that may be assigned from time to time.
Job Qualifications/Requirements
  • Education –  At least graduate with a Bachelor’s Degree in IT, Computer Science, Engineering, or any related course.
  • Related Work Experience – At least 2-3  years of working experience as a technical call center representative or any equivalent role.
    • Cloud (AWS or AZURE) experience/background. ● Knowledge –  Knowledgeable  in the following:
    • Knowledge of different types of applications and the latest technologies.
    • Knowledge of cloud platforms, data management, and security.
    • Familiarity with web-based software design using IIS, SQL Server, Classic ASP, or ASP.Net C# ● Understanding of user interface design and information architecture.
  • Skills:
    • Ability to convey complex technical situations to end-users of all technical abilities.
    • Ability to quickly grasp and comprehend new situations/technologies and think on your feet.
    • Ability to work with minimum direction to achieve goals.
    • Excellent communicator, able to understand issues and discuss them effectively among technical, software development, business development, and partner stakeholders
    • Diplomacy, tact, and poise under pressure when working through customer issues.
    • Skills in troubleshooting and analyzing problems
    • Emotional intelligence, decision-making, and a drive to solve problems.
    • Strong analytical skills, coupled with the ability to think outside the box.
    • Ability to work independently and with a cross-functional team.
    • Must be adept to work in a fast-paced environment with tight SLAs.
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