OSC Engineer

Job Summary  The OSC Engineer is responsible for addressing cases reported by customers related to network and security products. This role involves effective communication, collaboration with other OSC Engineers, and timely resolution of cases. The OSC Engineer will document actions taken, perform maintenance tasks, and adhere to shift schedules as set by the OSC Team Leader. Job Responsibilities  Case Resolution: Review and address cases reported by customers through various communication channels. Collaborate with other OSC Engineers to ensure timely and efficient case resolution. Remain proactive in addressing customer concerns and maintaining high-quality service.  Documentation: Thoroughly document each action taken and update the case ticket with accurate information. Ensure all steps and solutions are clearly recorded for future reference and knowledge sharing.  Maintenance Tasks: Execute network and security maintenance tasks assigned by the OSC Team Leader. Follow best practices and guidelines while performing maintenance activities.  Additional Responsibilities: Take on additional job functions and assignments as directed by the OSC Team Leader. Remain adaptable to changing priorities and contribute to team efforts. Education and Skills Requirements:  Experience: Minimum of 1 year of practical experience in Network Security products.  Certificates: Possess relevant certifications in Network (CCNA or equivalent) or security products (NSE4/7 or equivalent).  Technical Proficiency: Demonstrated understanding of network and security issues faced by customers.  Problem-Solving: Ability to remain calm under pressure while analyzing and solving complex technical issues.  Communication: Strong verbal and written communication skills for effective customer interaction and case documentation.  Collaboration: Proven ability to work effectively within a team and across departments to resolve cases.  Adaptability: Willingness to work during non-standard hours and adapt to changing schedules.