Customer Service Engineer Network Defence

Job ID
2017-20454
IE-Cork
Country
Ireland

Overview

If you are passionate about technology and solving complex technical issues then the Customer Service Engineer role is for you. The team of CSE’s in Trend Micro work collaboratively to provide the best possible support experience for our customers.  With the threat landscape constantly evolving you will get the opportunity to become a security expert by developing your skills in the areas of threats, security products and customer domain.

 

 

 

The Responsibilities

  • Be a trusted advisor owning and solving customers’ technical issues end to end
  • Provide proactive technical assistance to high-profile customers on Trend Micro products
  • Reproduce, troubleshoot and perform advanced problem analysis on diverse technical issues maintaining the Trend Micro standard of quality
  • Manage crisis situations that may involve technically challenging issues and diverse audiences
  • Escalate technical issues using Trend Micro methodologies and effectively interact with other Trend Micro teams globally to provide holistic solutions
  • Contribute to our knowledge base, publishing quality articles/videos to be used by customers and peers
  • Promote a positive team environment by assisting team members to enhance the professional development of everyone within the organization
  • Keep up to date with the ever evolving threat landscape and internet security
  • Maintain and expand working knowledge of current and beta (non-released) Trend Micro products
  • Occasional travel to customer sites may be required
  • Must be available to support on-call on a periodic/rotational basis

You Are

 

  • Passion for technology and solving complex technical issues
  • Ability to adapt to change in a fast paced environment
  • Excellent Collaboration skills
  • Able to work as part of a team as well as independently
  • Solid multi-tasking and problem resolution experience
  • Able to liaise effectively with customers onsite, online and via telephone
  • Able to present tested solutions to clients that can be implemented successfully within the client environment.
  • Able to effectively conduct formal and informal training sessions or presentations
  • Excellent verbal and written communication, customer service including proactive phone engagement with customers, and negotiation skills
  • Customer Ownership – act as trusted advisor solving customer issues end to end
  • Demonstrated expertise in Account Management and/or Consulting with an ability to interface with a broad and diverse set of clients an advantage
  • Excellent level of English

You Have

  

  • Relevant degree or equivalent work experience
  • Requires 3-5 years of complex troubleshooting and experience in a multi-protocol (TCP/IP) routed network environment including LANs/WANs, Active Directory, Network architecture, TCP/IP, IIS and firewalls
  • In-depth knowledge of network routing protocols and Internet troubleshooting techniques (Routers, Switches, VPN, etc.)
  • In-depth knowledge of information security products and technologies (Intrusion Detection/Prevention, Firewall, Advanced Threat, etc.)
  • In-depth knowledge of Windows and Linux based sniffers (Wireshark, TCPDump)
  • Related industry certification (CCNA/CCNP;WCNA;CISSP;SSCP;CEH) a significant advantage
  • Requires 3-5 years’ knowledge in Microsoft Windows and/or Linux (RedHat, CentOS, etc.) Operating Systems
  • Advanced proficiency with case management databases and tools
  • Phone and remote support experience
  • Ability to solve and document solutions for use by customers and colleagues

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