Technical Lead 6B/A

Role & responsibilities

• Provide second-line support and escalate helpdesk tickets for our customer base
• Operate 24/7 tailor-made and standardized ICT solutions, ensuring service management and

meeting/exceeding expectations of external professional customers in accordance with SLAs
and SLOs

• Develop, maintain, and share technical expertise, documenting all case-related information

clearly and concisely in internal systems

• Handle incidents by ensuring timely pickup and resolution, collaborating with the team to restore service
• Assess and implement changes for customers within the foreseen SLAs

Preferred candidate profile

• Bachelors degree or equivalent experience
• Excellent interpersonal skills and team-oriented attitude
• Between 8+years of help-desk experience with expertise in security products
• Experience with one or more of the following technologies: Palo Alto, Fortinet, Microsoft Security, F5, Check Point, Cisco, CyberArk
• Understanding security concepts such as IAM, DDOS, CASB, Cloud Security, Endpoint Security, Application Security
• Verbal and written fluency in English (C1 or C2 preferred)