Managed Service Security Administrator

Turtle Trax S.A.; Estado de México; Presencial; MXN 400.000 - 700.000; Jornada completa

Descripción de la vacante

A technology solutions company is looking for a Managed Service Security Administrator in Mexico. The role involves managing security services, troubleshooting, and providing direct technical support to customers. Candidates should have over 5 years of experience in customer-facing environments, strong fluency in Linux, OSX, and Windows, and familiarity with digital security solutions. Excellent communication skills are crucial for effectively managing customer expectations and service delivery.

Formación

• 5+ years of experience in customer technical application support.
• 2+ years of experience with Digital Guardian solutions.
• Demonstrated fluency with Linux, OSX, and MS Windows.
• Multiplatform fluency with Linux, macOS and Windows.
• Familiarity with VMware/Hyper-V and scripting for automation.

Responsabilidades

• Manage policy and rule management and configuration tasks.
• Interact with customers for troubleshooting and support.
• Monitor service health metrics and take proactive actions.
• Interact with customers and guide troubleshooting during calls.

Conocimientos

Customer technical application support

Multiplatform fluency

Time management

Problem identification and diagnosis

Communication skills

Educación

Bachelor's degree in computer science or related discipline

Herramientas

PowerShell

VMware

MSI

Microsoft Dynamics365

Shell scripting

VMware/Hyper-V

MSSQL

Dynamics 365

Descripción del empleo

Hello! We are looking for aManaged Service Security Administrators in Mexico.Yourprimary responsibilities will focus on helping Managed Service Customers in their daily work with data protection tasks. This work includes policy/rule management, agent configurations and health checks. The Managed Service Security Administrator is joining regular customer calls from Customer Success Managers / Security Analysts and is answering and guiding customers inside these calls.

Essential Functions

• Perform ongoing policy and rule management, console configuration management, health checks (policy effectiveness reviews/ false positives etc.), policy upgrades, solution health monitoring & use case consultations.
• Perform customer case management including timely response and status updates, effective escalations, and documentation of action plan and steps taken to achieve service level objectives.
• Perform any required configuration changes to MSP systems
• Direct customer interaction to facilitate the troubleshooting and artifact collection for diagnosis.
• Liaise with customers, as well as perform effective and timely case resolution.
• Participate actively in training to maintain a working knowledge of the products and their operation, configuration and available functionality.
• Perform application and forensic reporting tasks including archive recovery, data export, customer report execution and integration setup.
• Follow change management process support by providing clear documentation of planned actions and their status and result.
• Perform proactive actions such as monitoring key systems & service health metrics e.g. resource utilization tracking, job status monitoring and issue resolution.
• Work with cross functional team to deliver secure, stable and supportable infrastructure

Position Qualifications

• 5+ years’ experience providing direct customer technical application support in a large scale SAAS, Cloud or customer facing managed services environments.
• 2+ years’ experience with implementing and managing Digital Guardian solutions and developing rules/ policies
• Bachelor’s degree with a focus in computer science, management information systems or related discipline, or equivalent combination of education and experience
• Demonstrated Multiplatform fluency with Linux, OSX and MS Windows
• Familiarity with VMware/HyperV virtualization technologies sufficient to facilitate the access, setup and management of predefined templated environments for testing, triage and production application support.
• Working knowledge of Systems Scripting (PowerShell ,VBS, batch or similar)
• Competency with Windows, OSX and Linux operating systems user function, administration and trouble shooting.
• Solid prioritization and time management and logical problem identification and diagnosis skills.
• Windows MSI and Shell Script installation package construction (.pkg) for Linux and OSX.
• Basic knowledge of MSSQL and Database concepts and backup/recovery methodology.
• Prior work interfacing with Microsoft Dynamics365 or similar case management services.
• Excellent customer expectation management and communication skills.
• Use of remote meeting and access utilities to facilitate customer interaction.