John Ray Balane, Csv Email & Phone Number

Calgary, Alberta, Canada

Calgary, Alberta, Canada

Australia

Provides front end technical support L1 and L2 to diverse clients of Jam Cyber including break/fix support over the phone and/or email which includes but are not limited to the following: User Account related concerns, Windows Operating system, and Microsoft 365Process Management: Formulates new and re-evaluated existing processes as well to adjust to the growing needs of the company.Highly engaged with Cybersecurity Implementation as a service in accordance with ACSC’s Essential 8 model.Responsibilities include but not limited to: o Creating new and documenting existing processes and support frameworko Conducting applicant interviewso New hire training and onboardingo Team Performance reportingo Migration from SolarWinds RMM to Datto RMMo Evaluation and Implementation of AutoTask PSA (Service Desk & Automation, billing reconciliation and integration with CloudOlive)

Makati

Provide day-to-day management of the APAC Technical Support teamMonitoring and ensuring support is consistently delivered to drive agreed key performance indicators.Be an escalation point for the customer advocate process, to handle customer complaints and escalations through to resolution or further escalation to the Technical Support Manager.

Makati

Organize and manage regular weekly meetings for the team to reinforce standards, communicate information and align local targets to department goals.Contribute to selection interviewing to ensure the team is staffed appropriately with reference to the technical support budget and against agreed selection criteria/specificationDefine priorities and assign projects for employees – evaluate and direct employee’s talents by matching (where possible) assignments to skills/desires of the employeeManage employee performance and group productivity. Regularly evaluate individual employee job performance through 1 on 1 meeting, providing constructive suggestions for improvement and rewarding accomplishments.Ensure Sophos support standards/guidelines are adhered to and provide input into their improvement

Makati

Provide initial investigation, triage of potential incidents and security countermeasures, containment, remediation and escalate or close events as applicable.Participate in continuous evaluation of security controls (technology or process) against the current threatsRecommend implementation of countermeasures or mitigating controls in accordance with Sophos’ security best practicesConduct analysis using Sophos Endpoint product and a variety of tools and data sets to identify indicators of malicious activity within the environment.Document and communicate analysis of research and findings to peers and leadership

Makati

Manage large amounts of inbound and outbound calls in a timely mannerAssist users with their questions about any of our supported software and computing platforms, in a professional and courteous manner through Voice, Email and/or ChatMaintain passwords, data integrity and file system security for the desktop environment.Provides effective customer service in a 24X7X365 production environment (rotating on-call and holiday support may be requiredInstalls, configures, and troubleshoots desktop systems, workstations, servers and network issues in a heterogeneous environment

Quezon City

Pasay City