Level 2 Support for Trellix Endpoint Software Suite

EXPERIENCE AND EDUCATION:

Essential Qualifications/Experience:

Technical Proficiency:

Trellix ePolicy Orchestrator (EPO)

Trellix Agent

Trellix Endpoint Security (ENS)

Trellix Data Loss Prevention Endpoint Network Discover (DLP)

Trellix Rogue System Detection (RSD)

Trellix Data Exchange Layer (DXL)

Trellix Threat Intelligence Exchange (TIE)

Trellix Application and Change Control (TACC)

Trellix Data Encryption including Drive Encryption and File and Removable Media Protection (FRP)

jWindows Linux operating systems

ProblemSolving Skills:

Strong troubleshooting skills to diagnose and resolve hardware software and network issues

Ability to guide users through problemsolving steps effectively

Automation Skills:

Experience with shell scripting to automate routine support tasks

Proficiency in automation to create workflows and automate repetitive processes

Ability to identify and implement automation opportunities to enhance efficiency

Others:

Must have the nationality of one of the NATO nations

Operations:

Ensure installation and configuration of Trellix software agents and the approved suite of endpoint protection products is done in timely manner as part of the physical or virtual endpoints deployment process

Identify the systems with incomplete endpoint protection or unauthorized rogue endpoints engage with the appropriate stakeholders and support the remediation of the deficiencies

Maintain an electronic register containing removable devices (RSM) users timeframes operational requirements and approvals status and relevant documents

Ensure the on premise Trellix software repositories are synchronized with vendor s repositories from internet and all EPO installations are updated daily; conduct troubleshooting and remediate deficiencies or apply mitigations to ensure the endpoint protection software (e.g. antimalware signature) are permanently updated

Support the requests for software installation/update activities by temporary reducing protection levels in the infrastructure endpoint protection configurations

Ensure only authorized configuration baselines are deployed on all EPO and managed systems with specific authorized deviations applied in a systemic manner using configuration rules per categories of software applications

Monitor continuously all EPO dashboards logs and alerts identify misconfigurations and implement configurations and updates in coordination with Level 3 support Subject Matter Experts

Inventory:

Maintain the CMDB updated with the Configuration Items used by the services/systems

Perform all operation support and maintenance activities on the platforms

Incident Logging Tracking Dispatching:

Log and track incidents work orders and change requests using the incident ticketing system (ITSM)

Investigate and resolve endpoint security related issues directly assigned by endusers/ requesters or escalated from Level 1 support within the staff competences and administrator permissions

Maintain communication with endusers when needed

Ensure all tickets are updated with accurate and detailed information and resolved (or assigned to appropriate stakeholders) within the agreed service levels

Escalation:

Escalate complex issues to Level 3 support or appropriate teams when necessary

Follow up on escalated issues to ensure timely resolution and user satisfaction

Knowledge Base Management:

Contribute to the creation and maintenance of a knowledge base documenting common issues and solutions

Share knowledge and best practices with team members to improve overall service quality

Performance Monitoring:

Monitor support metrics and KPIs to ensure highquality service delivery

Participate in regular reviews to identify areas for improvement and implement corrective actions.

Automation and Efficiency:

Develop and implement automation scripts to streamline routine support tasks such as software installations updates system checks and notifications

Utilize automation to create workflows for repetitive tasks improve service efficiency and proactively implement solutions

Communication and Collaboration:

Communicate effectively with internal user community to understand their issues and provide clear instructions

Collaborate with IT teams to resolve issues and improve service delivery