Job description:

Provide customer service support to both internal users, external customers, and vendors on Northern Light Health s Network. Install, deploy, troubleshoot, repair, maintain, and lifecycle hardware and software throughout the organization. Maintains detailed and accurate records in workload management, asset management, and administrative applications. Provides tier I and II support in all areas of the organizational service portfolio. Provides excellent customer service to all levels of employees including customers, peers, and leadership. Accurately follows documentation and checklists to ensure efficiency and consistency. Participates and engages in team meetings, team building activities, and other opportunities to strengthen the department. Communicates in a professional, positive and timely manner in person, on the phone, and via electronic means. Uses routine troubleshooting methodologies that provide efficient, effective resolution and minimize impact to the customer. Self-directed once assigned work and functions with considerable independence. Shows an interest in learning more advanced aspects of the functional skills. Actively maintains a level of self-study related to technology and customer service. Able to communicate with the customer in non-technical terms so the users can understand.

• To clearly understand the client's cybersecurity environment and respective product.
• To monitor, configure, and troubleshoot cybersecurity issues and related monitoring tools
• To analyse and validate cybersecurity incidents in-detail and help the L3 team with RCA/data or logs collection
• To enable knowledge transfer/trainings through creation/ maintenance of configuration documents, test plans, operational manuals and provide operational training to L1 team.
• To analyse and fine-tune cybersecurity policies, participate in cybersecurity review calls pertaining to change requests & recommendations on cybersecurity policy changes.
• To implement changes, monitor security device performance and implements performance tuning when necessary.
• To prepare analyses and reports to highlight the project progress/challenges and ensure quality and accuracy to the client