Job Description:
The Forcepoint Security Engineer is responsible for service desk and on-call support for Forcepoint security devices in accordance with defined SLAs. The role involves handling incident, problem, and change management, performing preventive and corrective maintenance, and ensuring optimal system performance through monitoring and health checks. This position also manages device configuration, backup and restore, OS reinstallation, firmware and software upgrades, and supports security vulnerability remediation. In addition, the engineer provides hardware warranty support, performs hardware replacement when required, conducts root cause analysis, and maintains clear technical documentation and improvement plans.
Requirements:
- Bachelor's degree in Information Technology, Information Systems, Computer Engineering, or a related field.
- Minimum 13 years of experience as a Security Engineer or Network Security Engineer.
- Hands-on experience with Forcepoint DLP Endpoint and Forcepoint DLP Network (IP Protection).
- Strong understanding of SLA, incident management, problem management, and change management processes.
- Proficient in troubleshooting security hardware and software.
- Capable of performing configuration backup, restoration, and OS reinstallation.
- Knowledge of firmware upgrades and security vulnerability remediation.
- Strong analytical and problem-solving skills.
- Ability to produce clear and well-structured technical documentation and reports.
- Good communication skills and ability to work effectively in a team.
- Willingness to be on-call 24x7 as required.
- Experience in enterprise or banking environments is a strong advantage.
Responsibilities
- Provide Service Desk and on-call support for Forcepoint devices in accordance with SLA.
- Handle incident, problem, and change management (CM) with unlimited coverage during the contract period.
- Ensure a maximum response time of 30 minutes and resolution time of 4 hours.
- Perform Preventive Maintenance (PM) four times per year (quarterly).
- Perform unlimited Corrective Maintenance for one year.
- Conduct monitoring, health checks, and housekeeping of Forcepoint devices.
- Perform troubleshooting, error resolution, and device reconfiguration in accordance with SLA.
- Perform backup and restoration of device configurations.
- Conduct OS reinstallation and device reconfiguration when required.
- Perform firmware and software upgrades, including security vulnerability remediation.
- Provide hardware warranty support and perform hardware replacement in case of device failure.
- Conduct root cause analysis and prepare problem analysis and improvement plans.
- Create and update technical documentation and periodic maintenance reports.
- Provide a clear and well-documented escalation process for issue handling.
Job Location : Jakarta
