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Detailed Job Description:

Responsible to administer, operate, and maintain threat environment, including installation, configuration, tuning, and maintenance of components of EDR & AV (TrendMicro, Carbon Black, CrowdStrike, Cylance, Cortex XDR) Exception creation and management of EDR & AV (TrendMicro, Carbon Black, CrowdStrike, Cylance, Cortex XDR) Familiar with IT infrastructure capacity planning. Excellent customer service and communication skills. Communicate and coordinate frequently with end users as well as with local, regional, and global support teams Identify patterns in end-user issues/tickets and escalate to 3rd level support team/architects Support the technical research and analysis activities performed by the 3rd Level Support team to identify root causes and test resolution Work closely with Active Systems Service Owner to meet or exceed ticket SLA metrics Review, update and enhance internal Knowledge Base by creating SOP’s, Knowledge articles. Experience with supporting and troubleshooting any endpoint protection product Focuses on excellent customer service and needs of the user community

Minimum years of experience required: 5+