We are looking for Trend Micro engineers to provide technical support to our customers.
- Candidates must possess at least a Bachelor’s/College Degree in ECE, Computer Engineering, IT or equivalent.
- Must have at least 1 year of experience in handling Trend Micro products such as Apex One, Deep Security, Deep Discovery Inspector, Apex Central
- Candidates with related experience are also accepted.
- Diagnose and troubleshoot technical issues related to, but not limited to Trend Micro
- Ask customers targeted questions to quickly understand and isolate the problem
- Track issues through to resolution, within agreed time limits
- Talk to clients through a series of actions, either via phone, email, or chat, until the issue is resolved.
- Properly escalate unresolved issues to appropriate internal teams and principals
- Provide prompt, timely, and accurate response to customers in accordance with the customer’s SLA and problem severity
- Refer to internal knowledge base (KB) or external references to provide faster resolutions
- Ensure all issues and corresponding resolutions are properly documented in the knowledge base
- Prioritize and manage several open tickets at any time
- Follow up with clients to ensure that their issue has been fixed
- Prepare accurate and timely reports such as Root Cause Analysis (RCA), Incident Reports (IR), Preventive Maintenance Reports, Activity Reports