L1 Security Engineer
Core
Resolve technical hardware and software issues for internal and external customers, manage case resolution, and provide proactive support for HPE products.
Role type
L1 Security Engineer (IT Operations/Support)
Builds
Customer support services and technical resolution workflows
Domain
IT Services / Enterprise Hardware & Software Support
Deliverable
client delivery
Required skills
troubleshooting hardware and software, case management, customer service, ITIL framework knowledge, IAM/PAM tool administration (CyberArk, PAM360), shift work adaptability
Preferred skills
BA/BS degree, 3-5 years experience, mentoring new agents, leading escalated resolution activities, technical action planning
Technologies
CyberArk, PAM360, case management databases
Responsibilities
Resolve incoming technical issues from internal and external contacts; respond to product and repair questions based on customer entitlement; proactively assist users to reduce problem occurrence; represent the company at customer locations and industry conferences; partner with the Sales Pursuit team; document solutions for other technicians; mentor new agents.
Seniority
Specialist, hands-on IC