Customer Service Front Line

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Handle incoming calls and direct them to the relevant department following the call tree

• Act as the initial point of contact for customer, SOC, and Operations Engineering support inquiries

• Assist clients with issues related to portal access, password resets, and troubleshooting login problems

• Conduct general ticket triage by categorizing, prioritizing, and directing incoming tickets

• Elevate unresolved or intricate issues to the suitable internal team

• Record interactions, actions taken, and resolutions in Jira

• Ensure consistent coverage across 24-hour shifts, 7 days a week

• Execute Microsoft 365 password resets

• Aid in the transition of tenants and users to Microsoft 365 Lighthouse

• Verify and validate user permissions

• Perform basic troubleshooting for EDR

• Apply updates to individual EDR agents

• Install and remove EDR agents as needed

• Implement fundamental EDR exclusions

• Manage and provision access requests for NextCloud, SentinelOne, and Thinkst Elastic

• Create Aegis integrations for new clusters

• Support rapid incident response efforts

• Conduct demonstrations of the client portal

• Process provisioning for portal access

• Generate reports within internal portals and client ticketing systems

• Implement IP blocks

⛳️ Requirements

• Residing in the Philippines

• At least 2 years of experience in an IT support position

• Over 3 years of experience in network security or firewall engineering, ideally in an MSSP/MDR setting

• Background in technical support and customer service within a BPO environment

• Minimum of 2 years experience working with U.S.-based clients/customers

• Practical experience with enterprise firewall systems (e.g., Palo Alto, Fortinet, Cisco, Check Point)

• Strong grasp of networking fundamentals (TCP/IP, routing, DNS, segmentation)

• Intermediate knowledge of static routing and dynamic routing protocols such as OSPF and BGP

• Intermediate experience in troubleshooting end-to-end network connectivity

• Familiarity with security operations workflows and incident response

• Knowledge of SIEM tools such as Splunk, Sentinel, and QRadar

• Experience with VPNs, IDS/IPS, and network traffic analysis

• Ability to evaluate and react to real-time security threats

• Proficiency with Jira is mandatory

• Strong problem-solving capabilities and the ability to perform under pressure

• Willingness to learn and adapt to new technologies

• Excellent verbal and written communication skills

• Proven experience in the security industry, including best practices, risk mitigation, and compliance frameworks

• Internet speed of a minimum of 100 Mbps with a reliable backup connection

🏝️ Benefits

• Full-time position, 40 hours per week

• Shifting schedule may involve weekend and overnight shifts

• Remote work opportunity for applicants based in the Philippines