Job Summary
Key Responsibilities 1. Endpoint Protection Operations (L2 Support) Perform L2 operational support for endpoint security platforms including: Symantec Endpoint Protection (SEP) Microsoft Defender / Microsoft Defender for Endpoint (MDE) Trend Micro (Endpoint / Server Security) Monitor endpoint security dashboards, alerts, and health status. Investigate malware detections, policy violations, and suspicious endpoint activity. Perform root cause analysis for recurring endpoint security issues and false positives. Handle escalations from L1 teams and provide timely resolution within defined SLAs. 2. Incident Management & Threat Handling Analyze endpoint security incidents and coordinate containment, remediation, and recovery actions. Isolate compromised endpoints and validate post‑remediation health. Support major security incidents (P1/P2), working closely with SOC, CSIRT, and L3 security teams. Maintain detailed incident documentation and contribute to post‑incident reviews (PIR / RCA). 3. Policy & Compliance Management Support deployment, tuning, and maintenance of: Antivirus / antimalware policies EDR detection and response rules Firewall and device control rules Application control and attack surface reduction policies Ensure endpoint security configurations comply with: Internal security standards Customer security baselines Regulatory requirements (ISO 27001, SOC, GDPR or equivalent as applicable) Track policy compliance and endpoint coverage gaps; drive remediation actions. 4. Endpoint Coverage, Patching & Health Monitor endpoint agent health and ensure: Antivirus / EDR agent availability Signature and engine update compliance Encryption and security baseline adherence where applicable Identify endpoints not reporting to consoles and coordinate corrective actions with EUC / Desktop teams. Support security patch validation and deployment coordination for endpoints. 5. Change, Problem & Knowledge Management Participate in security-related change management activities: Policy updates Tool upgrades Rollouts or migrations Contribute to problem management by identifying trends and systemic weaknesses. Create and maintain knowledge articles, SOPs, and troubleshooting guides for L1 and operations teams. 6. Reporting & Governance Support Produce operational reports and metrics, including: Endpoint coverage Malware incidents SLA / KPI adherence Trend and risk analysis Support governance calls, service reviews, and audits with validated security data. Provide evidence and documentation during internal, customer, or regulatory audits. Required Skills & Technical Expertise Endpoint Security Tools Strong hands‑on experience with one or more: Symantec Endpoint Protection Microsoft Defender for Endpoint / Defender AV Trend Micro Endpoint or Server Security Familiarity with EDR concepts, malware lifecycle, and threat indicators (IOCs). Operating Systems & Infrastructure Windows endpoint security (Windows 10 / 11) Basic understanding of: Server environments Active Directory integration Endpoint management tools (e.g., Intu
Key Responsibilities
2. To adhere to quality standards (voice and accent , Tech Monitoring), regulatory requirements and company policies.
3. To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time ( AHT), rejected resolutions / Reopen Cases.
4. To maintain high login Efficiency (Availability) for customers.
5. To update worklogs and follow shift/ escalation process to escalate complex problem to appropriate support specialists/route problems to 2nd and 3rd level IT support staff as the case be.
6. Work on value adding activities such Knowledge base update & self development.