Technical Support Lead

Job Title: Security Delivery Specialist (L3)

Department: Technical Support

Reporting To: HOD

We're seeking a motivated and experienced technical support leader to join our team. This individual will be responsible for supporting escalated and strategic accounts, troubleshooting technical software-related issues, documenting technical issues, and staying updated with new software features.

Technical Skills: Experience in Application Security and Network Security skills

Application Knowledge: Familiarity with supported applications

Soft Skills: Strong customer service skills including the ability to communicate effectively. Adaptability and flexibility in responding to changing priorities and work demands. Proactive attitude and willingness to take initiative.

Role Summary:

• Proactive communication and address complex issues and assist L1 team
• Efficient and professional technical customer support with high-level problem-solving skills.
• Expert-level analysis and troubleshooting for complex issues.
• Collaboration with L1 & L2 to improve support quality and efficiency.
• Ability to effectively interpret user problems and provide solutions.
• Comprehensive record-keeping and continuous learning.
• Contribution to process improvements and team leadership.
• Escalate complex or unresolved incidents as needed.
• Maintain detailed records of issues and resolutions
• Provide Technical Training.
• Expertise in cybersecurity, application security, network security, and malware analysis.
• Strong analytical skills with experience in conducting risk assessments, data analysis, and information security audits.
• Ability to evaluate complex information, identify potential risks, and provide effective solutions.
• Excellent problem-solving and critical thinking abilities.
• Attention to detail with a focus on comprehensive security measures and compliance management.
• Proven track record of working independently and as part of a team.
• Manage and respond to security incidents and threats in a timely and efficient manner.
• Implement and maintain security controls, policies, and procedures to protect information assets and mitigate risks.
• Monitor security logs, alerts, and events to identify potential security incidents.
• Conduct security assessments, and penetration testing to identify vulnerabilities and weaknesses.
• Develop and maintain security awareness and training programs for employees.
• Stay up to date on the latest security threats and vulnerabilities.