Identity and Security Solutions
7 months ago
We are seeking an experienced engineer specializing in Identity and Security solutions to join our dedicated technical support team. As an Engineer, you will play a critical role in providing top-notch technical assistance and support for our clients' identity management and security needs.
Your proficiency in Broadcom IGA (CA Identity Manager Suite), Broadcom Symantec Protection solutions (SEP, EDR, CAS), and potential knowledge in Microsoft PKI, nCipher HSM, and Tripwire Enterprise will be instrumental in ensuring the seamless operation of our client's systems.
**Responsibilities**
- Serve as the First point of contact for technical support inquiries related to Broadcom IGA (CA Identity Manager Suite) and Broadcom Symantec Protection solutions (SEP, EDR, CAS).
- Conduct thorough analysis of reported issues, leveraging your expertise to diagnose and troubleshoot problems effectively.
- Provide step-by-step guidance to users, ensuring prompt and accurate resolution of technical issues.
- Collaborate closely with Level 2 (L2) and relevant teams to escalate complex cases and ensure proper documentation of case details.
- Document customer interactions, troubleshooting steps, and resolutions meticulously in the ticketing system.
- Stay current with the latest product knowledge and industry trends, enhancing your abilities to assist clients and expand your technical skills.
- Contribute to the creation and maintenance of knowledge base articles and documentation for common issues and solutions.
**Qualifications & Skills**
- Bachelor’s degree in computer science, Information Technology, or a related field (or equivalent experience).
- Proven experience in a technical support role, specializing in Broadcom IGA and Symantec Protection solutions.
- Proficient communication skills, both written and verbal, with the ability to convey technical concepts to non-technical users.
- Customer-focused mindset and a commitment to delivering outstanding support.
- Ability to collaborate effectively within a dynamic team environment.
- Knowledge of Microsoft PKI (Public Key Infrastructure) and its role in maintaining digital certificates and encryption.
- Familiarity with nCipher HSM (Hardware Security Module) for secure key management and cryptography.
- Exposure to Tripwire Enterprise for security configuration management and compliance.
- Proficiency in Broadcom IGA (CA Identity Manager Suite), with the ability to troubleshoot and resolve identity management issues.
- Strong familiarity with Broadcom Symantec Protection solutions, including SEP (Symantec Endpoint Protection), EDR (Endpoint Detection and Response), and CAS (Content Analysis System).
- Sound understanding of computer systems, network architecture, and security protocols.
- Excellent problem-solving skills and the capacity to diagnose and rectify technical issues efficiently.
**Benefits**
- Health insurance with one of the leading global providers for medical insurance.
- Career progression and growth through challenging projects and work.
- Employee engagement and wellness campaigns activities throughout the year.
- Excellent learning and development opportunities.
- Inclusive and diverse working environment.
- Flexible/Hybrid working environment.
- Annual flight tickets to home country.
- Open door policy.
**About Us**
Help AG is the cybersecurity arm of e& enterprise (formerly Etisalat Digital) and provides leading enterprise businesses across the Middle East with strategic consultancy combined with tailored information security solutions and services that address their diverse requirements, enabling them to evolve securely with a competitive edge.
Present in the Middle East since 2004, Help AG was strategically acquired by e& (formerly Etisalat Group) in 2020, hence creating a cybersecurity and digital transformation powerhouse in the region. Help AG has firmly established itself as the region's trusted IT security advisor by remaining vendor diagnostic, trustworthy, independent, and maintaining its focus on all aspects of cybersecurity.
With best of breed technologies from industry-leading vendor partners, expertly qualified service delivery teams and a state-of-the-art consulting practice, Help AG delivers unmatched value to its customers by strengthening their cyber defenses and safeguarding their business
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