Technical Support Engineer (Security)

Qualifications:

  • Candidates must possess at least a Bachelor’s/College Degree in ECE, Computer Engineering, IT or equivalent.
  • Must be at least a 1-year experienced security engineer specialized in any of the ff: Cisco, Fortinet, Checkpoint, Trend Micro Security Solutions
  • Must have a certification from any of the following principal vendors: Cisco, Fortinet, Checkpoint, Trend Micro
  • With a solid foundation regarding routing and switching
  • Experience with Checkpoint and/or Trend Micro is desirable
  • Willing to be assigned on a 24×7 shifting and on-call schedule
  • Willing to be assigned on-site/on-field as needed
  • Willing to take other certifications from the above-listed vendors

Responsibilities

  • Diagnose and troubleshoot technical issues, including account setup and network configuration
  • Ask customers targeted questions to quickly understand the root cause of the problem
  • Track system 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
  • Provide prompt and accurate feedback to customers
  • Refer to internal database or external resources to provide accurate tech solutions
  • Ensure all issues are properly logged
  • Prioritize and manage several open issues at one time
  • Follow up with clients to ensure their IT systems are fully functional after troubleshooting
  • Prepare accurate and timely reports
  • Document technical knowledge in the form of notes and manuals

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