Serve as the initial point of contact for all issues related to the tools of Security Engineering and other technologies.
Perform real-time monitoring of availability and operations of security tools and technologies.
Review and understand technical and operational documentation.
Review and approve firewall requests.
Track operational aspects of security monitoring equipment and software, scheduled tasks, reporting, alerting, and other key aspects of security tools' health.
Report observed issues or outages using the standard ticketing system.
Perform initial troubleshooting, symptom documentation and initial issue isolation.
Implement changes that are within the scope of L1.
Escalate issues to next level support, vendor or leadership.
Triage issues coming from chat, call, emails and tickets (incident, request).