• Associate Customer Service Engineer

    Job ID
    2019-21699
    Location
    IE-Cork
    Country
    Ireland
  • Overview

    Are you starting your career in technology or eager to learn even more? Do you love technology and solving complex technical issues? Are you passionate about working for one of the global leaders in enterprise data & cyber security solutions? Our Associate Customer Service Engineer role at Trend Micro is for you.

     

    Our team of CSE’s in Trend Micro collaborate to deliver the best possible support experience for our enterprise customers. With the threat landscape constantly evolving you will receive the opportunity to develop as a Customer Service Engineer while growing your skills in the areas of threats, security solutions and customer domain.

     

    Working in a supporting, learning focused environment you can develop as a trusted advisor to our customers', providing dedicated technical guidance to solve technical issues through to resolution. Our team provide proactive technical support to our high-profile customers around our products and solutions and can reproduce, troubleshoot and perform advanced problem analysis on diverse technical issues, while maintaining our standard of quality.

     

    When you join Trend, you become part of a rare global and diverse family, working towards securing today’s connected world. Our history of over 30 years is marked by an entrepreneurial spirit and vision that ensure our products are always ground-breaking in the very competitive software security field.

    The Responsibilities

    • You will develop your knowledge of Trend Micro products and enterprise customer environments
    • Collaborate with team members on reproducing and finding solutions to customer issues
    • Develop towards autonomous provision of technical assistance to our enterprise customers working on problems end to end.
    • Consult with mentors when escalation of technical issues is required
    • You will contribute to our knowledge base by publishing quality articles and videos which will be used by your peers and our customers
    • You are motivated to promote a positive team environment by collaborating with team members
    • You can keep up to date with the ever evolving threat landscape and internet security
    • You will maintain and expand your working knowledge of current and beta (non-released) Trend Micro products

    You Are

    • Excited about technology and an enthusiastic learner
    • You love solving complicated technical issues
    • Empathetic and passionate about delivering a positive customer experience
    • Able to work as within a team, independently and you are able to liaise effectively with our clients online and by telephone
    • Able to present tested solutions to our clients that can be implemented successfully within the client environment.
    • A Trusted advisor who is able to solve customer issues and take ownership

    You Have

    • A college/university degree or have equivalent work experience
    • Some experience with Microsoft Windows
    • Experience with Linux Operating Systems desired but not required
    • An understanding of networks and network routing protocols and internet troubleshooting techniques (Routers, Switches, VPN, Intrusion Detections/Prevention, Firewall, Advanced Threat)
    • The ability to adapt to change in a dynamic and fast paced environment
    • Excellent collaboration skills as well as exceptional communication & negotiation skills by phone with our customers
    • Some experience of case management tools an advantage
    • Fluent English language skills both verbally and written

     

    Equal Opportunities Statement:

    At Trend Micro, we embrace change, empower people, and encourage innovation in a connected world. Our diversity and multicultural workforce are key contributing factors to our success across the globe. We like to have fun while taking our culture seriously. We are an equal opportunity employer and are committed to this regardless of race, colour, religion, sex, nationality, age, citizenship, sexual orientation, marital status, gender identity or veteran status. We do not allow discrimination or harassment of any kind.

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