MS Technical Specialist (Security)

About the Role

As a Security Managed Services Engineer (L3), you will be responsible for ensuring clients' infrastructures are secure, robust, and running smoothly.

Key Responsibilities

• Proactively identify and resolve technical incidents.
• Perform necessary checks and apply monitoring tools.
• Ensure assigned infrastructure at client sites is correctly configured, installed, tested, and operational.
• Handle third-line support calls, uncovering the root causes of incidents and problems.
• Engage with clients daily, providing continuous feedback and status updates.
• Maintain zero missed SLA conditions.
• Identify root cause of critical incidents and implement solutions.
• Handle tickets of high complexity and deliver advanced solutions.
• Contribute to operational improvements.
• Create knowledge articles for frequent tasks/issues.
• Train junior team members in executing tasks.
• Provide inputs to automation teams to reduce manual efforts.
• Coach and mentor junior team members on advanced technical troubleshooting and best practices.
• Manage and implement projects within your technology domain, ensuring timely and effective delivery.
• Optimize work processes.
• Work on disaster recovery functions.

Requirements & Tech Stack

• Proven experience handling complex security infrastructure within a managed services environment.
• Strong background in IT engineering.
• Deep working knowledge of ITIL processes.
• Proficiency in planning activities and projects.
• Client-focused approach.
• Excellent communication skills.
• Effective listening skills.
• Ability to adapt to changing circumstances.
• Ability to remain calm and positive under pressure.
• Willingness to work longer hours when necessary.
• Hybrid Working workplace type.

Qualifications

• Bachelor's degree or equivalent qualification in IT/Computing or equivalent work experience.