As a Technical Support Engineer L1 (Network Security), you will have the opportunity to support our customers and learn cutting edge technologies in the dynamic software security space.
What You Will Do
Having a strong customer service focus with the commitment to excellence and desire to delight customers and being a customer ambassador who is passionate about creating a positive customer experience
Solving technical problems and delivering an experience so profound that customers love using our products and services and actively recommend them to others
Learning and utilizing specific software tools and problem-solving strategies to solve for customer issues and continuously improve our processes
Handle customer complaints and escalations (via phone, email, remote desktop) by talking to customers directly
What You Will Bring
Essential:
Strong technical knowledge and understanding of IT Security concepts, including antivirus, networking and encryption technologies
Excellent verbal and written communication skills, inspiring confidence while leading customers through the steps to resolve issues via phone and email
Ability to handle escalated calls while using good judgment to make sound recommendations
Advanced computer skills and at least 1 year experience including but not limited to: Linux, Unix, DNS, Networking, Network security, Apache, Proxies, Email security, http protocol, bash, web proxy, web security, spam filtering, Active Directory
Understanding of network protocols like HTTP, SMTP, FTP, SMB, DNS and DHCP
Basic to intermediate knowledge and understanding on the following concepts: Security, Firewalls, and Cloud.
Amenable to work on early morning schedule (6AM - 3PM PH Time)
Desirable Skills:
Any networking type certifications – e.g. CCNA, Networking + etc. (is a plus)
Basic knowledge on remediation of malware/viruses/Trojans. (is a plus)
Basic knowledge on Virtualization (MS System Center Virtual Machine Manger and/or VMWARE
Bachelor's degree in Computer Science or equivalent work experience
