Job Description
- Provide L1 and L2 technical support for Orion NDR/EDR and Aman B2B product issues raised by enterprise customers or partners.
- Triage incoming support tickets, classify severity, and manage tickets to resolution within defined SLAs.
- Conduct initial diagnosis and troubleshooting, applying runbook-based procedures and known issue resolutions.
- Escalate unresolved or complex defects to L3 engineering with clear, structured reproduction steps and diagnostic data.
- Maintain and contribute to the knowledge management system: runbooks, FAQ articles, and troubleshooting guides.
- Participate in post-incident reviews and contribute to Root Cause Analysis documentation as required.
- Provide timely, professional communication to customers throughout the support lifecycle.
- Support the coordination of maintenance windows and system health checks under direction of the Customer Operations Manager.
Requirements
- 2+ years of experience in technical support, helpdesk, or SOC roles within an IT or cybersecurity environment.
- Understanding of network security concepts, SIEM, SOC processes, endpoint security, or mobile application security.
- Experience with ticketing and ITSM platforms (e.g., ServiceNow, Jira Service Management, Zendesk).
- Ability to communicate complex technical information clearly to both technical and non-technical audiences.
- Strong attention to detail and structured problem-solving approach.
- Relevant certifications (e.g., ECSA, ECIH) are advantageous.
- Availability to support across time zones in a global support model.
Tips Menjaga Diri
Perusahaan dan Lowongan di Dealls tidak meminta data pribadi, informasi rekening, atau pungutan ketika melamar. Hindari juga lowongan Google Form / Grup Telegram tanpa keabsahan yang jelas.
ITSEC is one of the leading cybersecurity companies in the APAC region, listed on the Indonesian Stock Exchange (IDX), with over 300 employees across five countries. We deliver end-to-end cybersecurity services and solutions, including Consulting Services, Security Solutions Integration, and Managed Security Services. ITSEC provides continuous IT infrastructure protection against multiplying cybersecurity threats and ensures compliance with increasingly demanding data protection and critical infrastructure regulations. Our expertise has been built over a decade of delivering thousands of high-quality cybersecurity projects, providing cutting-edge solutions in collaboration with world-class technology partners across financial, telecommunications, energy, transportation, manufacturing, and other critical industry sectors. We also have extensive experience in helping our customers with fraud prevention, Operational Technology (OT), and Industrial IoT (IIoT) security.
