IT Support Engineer

Company Overview
IT Support Engineer

Our client who is a US based leader in ERP RPA is looking for an bilingual IT Support Engineer, whose primary goal is to monitor and maintain the performance of computer systems and networks. They are looking for someone with a great personality, ever-ready to learn, passionate about work and one that can fit into their company's happy culture.

Job Description
Job Overview

- This position is responsible for monitoring and maintaining the performance of computer systems and networks.
- Identify problems, isolate root causes and initiate corrective actions.
- Monitor applications, databases and infrastructure components to ensure services level agreements (SLAs) are met, trends leading to problems are identified, proactive actions are taken; and, when needed, immediate problem management activities are addressed.
- Work on problems of diverse scope where analysis of data requires the evaluation of identifiable factors. Demonstrate good judgment in selecting methods and techniques for obtaining solutions.
- Work is substantially complex, varied and regularly requires the selection and application of technical and detailed guidelines.
- Independent judgment is required to identify, select, and apply the most appropriate methods as well as interpret precedent. Decisions are made with greater freedom and discretion, including recommendations that are subject to approval on matters that may affect multiple departments across AA.


Information Security Responsibilities

- Implementing policies, procedures, control techniques and processes identified in the information security program that comprise information security activities that are under day-today operational control or supervision.
- Complying with GDPR, ISO27001 and other related information security laws and requirements in accordance with the management directives.
- Defining and documenting information security procedures and control techniques for computer systems and operations as necessary to support and implement the information security program and policies.
- Carrying out risk assessment of computer systems under management and identifying controls to mitigate risks considered not acceptable by the management.
- Coordinating with the Sr. Director IT, Information Security manager and other IT Operations team members involved with securing information and systems to ensure risks are managed to an acceptable level.
- Executing the appropriate security controls in making changes to computer systems under management in alignment with the defined IT Change management processes.
- Executing the appropriate security controls in response to Incident Response processes when incidents relate to or impact computer systems under management.
- General Information Security responsibilities for all end users
- Sign the Acceptable use policy and take note of and to re-acquaint themselves with changes to this policy which are informed through emailers and intranet updates.
- Remain aware of the organization’s information security policy and successfully complete information security awareness training prior to initial access to systems and information and at least annually thereafter to maintain access.
- Maintain security of all systems credentials entrusted to maintain access and perform in identified roles. Maintain strong passwords for all systems credentials in line with organization’s password policy.
- Not disable any system security software on systems used by them or otherwise under their control. Keep the systems under their control updated and allow all mandatory system updates and anti-virus updates to be carried out on their systems in a timely manner by IT staff. Ensure that they are running the latest versions of system security software and alert IT staff if they notice that the latest versions and updates are not getting applied.
- Be cautious while accessing emails or internet links and not click on suspicious links. Report any accidental untoward activity to IT by raising IT incidents.
- Offices and other areas containing computer equipment must be left in a secure state, equipment containing sensitive data must not be left unattended in public places.


Responsibilities:

- Troubleshoot firewall configurations remotely supporting all managed firewall solutions including remote offices.
- Develop, implement and update security principles, configurations and implementations.
- Implement, configure and troubleshoot VPN's and Secure Remote related issues.
- Implemented Zone-Based Firewalling and Security Rules on the Palo Alto Firewall.
- Implemented IPS, DLP and UTM features on the Palo Alto firewall for added security purposes.
- Proactive IT support in the new hire’s onboarding and while at Employee EXIT.
- Asset Management.
- Assigning VOIP line to employees.
- VOIP Troubleshooting.
- Prioritizing and managing many open cases at one time.
- Installing and configuring computer hardware operating systems and applications.
- Monitoring and maintaining computer systems and networks.
- Talking to staff or clients through a series of actions, either face to face or over the telephone to help set up systems or resolve issues.
- Maintaining relevant computer hardware and back up hardware.
- Troubleshooting system and network problems and diagnosing and solving hardware or software faults and replace parts as required.
- Helping create environments for testing before release
- The responsibility of ensuring all Servers & other machines are backed up on the cloud, in the network and off-site.
- Following diagrams and written instructions to repair a fault or set up a system.
- Supporting the roll-out of new applications.
- Setting up new users' accounts and profiles and dealing with password issues.
- Responding within agreed time limits to call-outs.
- Working continuously on a task until completion (or referral to third parties, if appropriate).
- Testing and evaluating new technology.
- Odd Hour/Weekend support in case of any planned upgrades or server fixes.
- During times of emergencies, outages and project planned work; be on call and available until the event is addressed. During system conversions, extra effort may be required in order to ensure the rollout of the system is successful.
- Perform other job-related duties as assigned.
- Document issue resolutions for future reference.

Requirements
Skills & Competencies

- Palo Alto Firewall configurations and Implementation.
- Palo Alto Firewall Administration
- Understanding of TCP/IP network technologies (subnets, routing, troubleshooting).
- Solid Understanding of data networking concepts & troubleshooting.
- Previous experience designing and implementing solutions for LAN/WAN and Wi-Fi in large global in enterprise environments.
- Detailed understanding that includes: TCP/IP routing protocols, MPLS, NAT, DNS, firewall policies, geo-load balancing, VPN technologies, switching, Security, QoS, Wi-Fi, -- - -- Network Management and Monitoring Software
- Troubleshooting Experience with Windows XP / VISTA / 7 / 8 / 8.1 and 10.
- Troubleshooting Experience with Windows Server 2000 / 2003 / 2008 & 2012.
- Hands on experience of Linux/Unix/Windows Platforms with System Administration, Monitoring Solutions, Virtualization, Storage Management.
- Experience with Active Directory, GPOs, DNS, DHCP and IIS.
- Good idea about e-mail client like MS Outlook configuration & troubleshooting.
- Experience with VOIP system.
- Experience with Virtualization technologies like Citrix, VMware, Hyper-V and Oracle Virtual Box.
- Experience on Cloud services on Azure/ Amazon etc.
- Hands on in Shell, MS Build, and PowerShell scripting language, administration of systems.
- Version Control System integrations like TFS, SVN, VSS Etc.
- Proficient with Microsoft Office Suite.

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