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Cybersecurity Technical Support Specialist

2 months ago

Banana Shire, Australia TST Group Full time

Working Environment: This role operates under a 24/7 support model, requiring on-site presence with rotating shifts. Candidates must be adaptable to cover shifts during weekends and holidays.

Core Responsibilities:

  1. Identify and resolve intricate issues related to the onboarding, deployment, and configuration of security products.
  2. Provide guidance and training to clients on the functionalities and advantages of our security solutions.
  3. Analyze log data to troubleshoot and resolve technical problems.
  4. Effectively communicate solutions and recommendations to clients, ensuring they are equipped with the necessary knowledge and tools for future issue resolution.
  5. Collaborate with various teams and experts to customize optimal solutions for client challenges.
  6. Create, document, and implement operational procedures for training, standardization, and effective troubleshooting guidance.
  7. Diagnose issues within client environments, including cloud, server, endpoint, and network systems.
  8. Execute necessary actions to swiftly address outages and service disruptions by suggesting and applying temporary solutions.
  9. Stay updated on product roadmaps and emerging technological trends.

Qualifications:

Willingness to work in shifts and cover weekends as part of a rotation.

Must possess at least L100 level expertise in any two of the following Security Technologies:

  1. Microsoft Defender for Endpoint:
    1. Knowledge of onboarding and configuration.
    2. Understanding of EDR functionalities.
    3. Familiarity with Windows 10 Security Stack, including NextGen AV and ASR.
    4. Basic knowledge of Mac/Linux systems.
  2. Microsoft Defender for Identity:
    1. Experience with On-Prem AD configuration.
    2. General knowledge of operating system performance.
    3. Awareness of common authentication-related alerts.
    4. Understanding of Active Directory protocols.
  3. Microsoft Defender for Cloud Apps:
    1. Experience configuring Shadow IT/Discovery methods.
    2. Knowledge of Conditional Access App Control configuration.
    3. Familiarity with Connected Apps (API).
  4. Microsoft 365 Defender:
    1. Comprehension of how Microsoft Security technologies interrelate and the overall security product landscape.
    2. Understanding of the correlation between Alerts and Incidents.
    3. Knowledge of Secure Score and its application in an enterprise context.

Experience Required:

  1. Minimum of 5 years of experience, including:
    1. At least 2 years in Network Security Engineering or consulting, and/or Systems Administration.
    2. 2 years of customer-facing support experience.
    3. 1 year of experience with Windows Server, Windows Client, Active Directory, and/or Azure Active Directory administration.
    4. 1 year of enterprise cloud experience with major cloud providers, focusing on cloud security, networking, and migration of multi-cloud or hybrid environments.
    5. Experience in supporting large, complex, geographically distributed enterprise systems.

Interpersonal Skills:

  1. Proven ability to learn new technologies quickly.
  2. Strong collaboration and cross-group coordination skills.
  3. Demonstrated customer service abilities in supporting internal and external clients in an enterprise setting.
  4. Excellent communication skills, both verbal and written, along with effective crisis management capabilities.

Educational Background:

A Bachelor's degree or higher in a technical discipline is preferred, or equivalent relevant experience.

Experience with any of the following technologies is advantageous:

  1. Microsoft Defender for Identity.
  2. Microsoft Defender for Endpoint.
  3. Microsoft Defender for Cloud Apps.
  4. Microsoft 365 Defender.