Technical Support Supervisor - Saudi Arabia

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Zeeteenet Solutions in KSA is looking for a suitable person for the above mentioned job.

The job Description as follows :
• Follow up on trouble tickets and ensure the closure of the problem as per the SLA.
• Preventive maintenance – scheduling, follow up and reporting.
• Ensure the backup for all security devices and systems is conducted successfully.
• Liaises with vendors as and when needed.
• Participate in the design issues (adding route).
• Participate in incident management, problem management and change management activities.
• Coordinate with helpdesk and handle escalations from helpdesk.
• Escalate the unresolved issues to the project manager.
• Find the root cause of the security problem with the project manager.
• Identify the best solution to resolve the security problem.
• Escalate problems to the vendor and ensure proper closure.
• Weekly and monthly reporting of all the tickets to the project manager.
• Day to day supervision of the SOC and senior-level escalation and problem resolution for SOC and senior support engineers
• First level complaint resolution and incident report writing
• Daily and weekly ticket reviews ensuring team compliance with established resolution and escalation metrics
• Mentoring both senior engineers and SOC engineers and coordinating technical training as required by existing skill sets and product mix
• Assist with scheduled employee reviews of SOC and senior engineers
• Excellent attention to detail
• Strong written and verbal communication skills


Skills Required :
Expert knowledge of security systems (Firewalls, IIPS, Mail Gateway, Antivirus, Access Control AAA)
• Experienced with Operations Management
• Experienced as Team Organizer/Project Management or project leader is a plus.
• At least 5 years experience with Data Network security
• Significant experience and skills in operation and support
• Excellent fundamental knowledge of TCP/IP-based networking
• Outstanding written and oral communication skills.
• Proven ability to lead and gain agreement from cross-company and cross-functional teams.
• Superior written and verbal communications skills.
Roles and Responsibilities

Certifications:
• Juniper Certified /or
• Cisco Certified
• Secure Computing Certified is a plus
• CISSP or CSP is a plus

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