Under the direction / guidance of the Infrastructure Endpoint Protection Service Delivery Manager, the following activities will be conducted by Level 2 support:

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 listed in Annex B;
• Perform all operation, support and maintenance activities on the platforms described in Annex B.

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 end-users/requesters, or escalated from Level 1 support, within the staff competences and administrator permissions;
• Maintain communication with end-users 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 high-quality 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.

Transition-In:

• The Contractor shall start the execution of the contract by implementing the transition-in HandoverTakeover (HOTO) plan.

Transition-Out:

• Whatever the cause or the triggering event of the contract coming to an end, the Contractor shall end the execution of the contract by implementing the transition-out Handover-Takeover (HOTO) plan.