Service Desk Analyst L2 Support Jobs

Required Skills: Microsoft Excel, Communication Skills, Presentation Skills

Develop and distribute KPI targets to Dealers

Monitor and analyze the achievement of Dealers (Service & Part)

Provide improvement recommendations fromthe analysis of target achievement

Directing Dealers to carry out strategies and programs according to ATPM directions

Ensure dealer standardization according to ATPM Standard

Manage, regulate, and routinely monitor all user accounts contained in the application.

At least 1 year of working experience in a related field.

Application knowledge: IAM Solution, Windows, Linux, Active Directory, Domain, Microsoft 365, Exchange Environment, SQL, Oracle, MySQL, Postgre is preferable (L2).

Have excellent communication and written skills.

Review and confirm inactive app user accounts every month and delete authorized users who are no longer in use.

Provide technical assistance and support for incoming queries and User account issues via email or direct.

3+ years of experience at a SaaS or security vendor in a consultancy or advisory role

Strong knowledge of Linux (RHEL, CentOS) systems and network administration.

Excellent communication skills and a passion for providing world-class service.

Respond to customer inquiries and technical problems through web portal, live sessions, and telephone.

Ability and desire to learn products and technologies.

Participate in on-call rotation on a quarterly basis to provide 24/7 support for customers.

Advanced diploma, degree, or relevant qualification in IT/Computing (or demonstrated equivalent work experience)

Demonstrated experience of Managed Services

Demonstrated experience required in Engineering function within a medium to large ICT organization

Demonstrated working knowledge of ITIL processes

Demonstrated experience working with vendors and/or 3rd parties

Ensure that assigned infrastructure at the client site is configured, installed, tested, and operational

Manage and configure security tools

Experience as SOC Analyst L1 (at least 1 year)

Experience as Security SIEM Administrator (at least 1 year)

Experience using SIEM (Splunk, ELK (ElasticSearch, Qradar) (at least one of them)

Having knowledge related tools security technology (ex: Firewall, IPS/IDS, VPN, Anti-spam, Anti-malware, antivirus etc) (at least one of them)

Tuning SIEM, Tuning Rules, Create Dashboard, Tuning Use Case, Log integration (related to SIEM admin work)

Manage and configure security tools

Experience as SOC Analyst L1 (at least 1 year)

Experience as Security SIEM Administrator (at least 1 year)

Experience using SIEM (Splunk, ELK (ElasticSearch, Qradar) (at least one of them)

Having knowledge related tools security technology (ex: Firewall, IPS/IDS, VPN, Anti-spam, Anti-malware, antivirus etc) (at least one of them)

Tuning SIEM, Tuning Rules, Create Dashboard, Tuning Use Case, Log integration (related to SIEM admin work)

Contribute to the change management process and ensures all changes are carried out with proper change approvals

Coach Service Desk and L1 teams for technical and behavioral skills

Audit and analyze incident and request tickets for quality and recommends improvements with updates to knowledge articles.

- Minimum 3 years professional experience of relevant experience

- Experienced with F5 products (GTM, LTM, ASM)

- Experience creating & modifying VS, NAT,

Maintain Global Asset Management database with updates related to the assigned hardware.

Professional management of employee relationships at all levels.

0-3 years of experience in the same field.

Excellent verbal and written communication skills.

Ability to manage several projects simultaneously while working under pressure to meet deadlines.

Provide second-line investigation and diagnosis.

- SQL Query knowledge - medium

- Linux knowledge - medium

- Analytic Thinking - medium

- able to read a log from the server or Splunk is better

- familiar with rest API

- able to operate ms office( excel, PowerPoint)

Expert level knowledge in SP technologies including core routing and switching, multicast, IOS XR, and troubleshooting in cisco and multi-vendor-environments.

Must have extensive knowledge Routing protocols (including but not limited to ISIS/OSPF/BGP).

Must have extensive knowledge MPLS Networks (MPLS-TE, RSVP, LDP, L3VPN, L2VPN/Pseudo wires, etc.)

Must have extensive knowledge Switching (including but not limited to STP, VLAN Trunking (802.1q), LACP, QinQ)

Client-facing skills to include external and internal consulting/partnering.

High-level, analytical reasoning and creative problem solving skills.

Assist Entry-Level SOC analysts to help them build stronger skills

At least 2 year of working experience as SOC Analyst

Having technical knowledge in Java, Perl, Bash and Phyton will be advantage

Understanding of common network services (web, mail, FTP, etc), network vulnerabilities, and network attack patterns

Monitor network security events received from monitored servers, and then take appropriate action based on security policy

Assist customers with security related issues

Mengelola permintaan dan insiden tiket

Sebagai 1st level untuk menyelesaikan masalah yang dilaporkan

Melakukan analisa terhadap insiden dan permintaan user

Minimal lulusan D3 jurusan IT/Teknik Komputer/Teknik Elektro

Memiliki pengalaman sebagai Service Desk minimal 1 tahun

Memiliki analisa yang kuat dalam troubleshooting