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Job Details Egypt

Technical Support Engineer

Egypt Jobs

Egypt Jobs



Cairo, Cairo, Egypt

When you join Trend, you become part of a unique and diverse global family and you get to work towards a world safe for exchanging digital information.Customer Service Engineer (CSE), User Protection The Customer Service Engineer is responsible for resolving challenging, potentially high impacting customer situations with a high level of tact and understanding. The Customer Service Engineer will also take ownership of the technical support relationship to drive customer satisfaction by proactively managing and resolving technical issues for our customers both onsite, online and via telephone.Duties & ResponsibilitiesProvide exceptional customer service while responding to phone, email and online requests for technical supportRepresent the customer to ensure serviceability and product quality issues are being tracked, prioritized, resolved, and incorporated into the product release cycleWork in a fast-paced, high-pressure environment under minimum supervision to support deployment, integration and maintenance of Trend software products within clients’ networking environmentsWill provide first call case resolution, software/network troubleshooting and proactive support servicesManage a diverse and complex scope of support issues directly related to the use, support, and implementation of Trend Micro products and solutionsEffectively interact with the engineering teams to provide solutions to complex technical issuesShare best practices with other Customer Service Engineer members to enhance the quality and efficiency of supportMaintain and expand working knowledge of current and beta (unreleased) Trend Micro products as well as their integration and methods of support deliveryParticipate in all projects including building vendor relationshipsOther duties as assignedQualifications/RequirementsThe ideal Customer Service Engineer will demonstrate a strong aptitude for learning new technologies, evidenced by their ability to expand upon core knowledge quickly. They should be highly analytical with the ability to derive facts quickly, methodically, and accurately. This is a customer-facing role therefore they will work to solve product, system and network problems of low to high complexity and act as a focal point for problem resolution. As the Customer Service Engineer, they must be able to effectively setup and configure complex lab environments to replicate and resolve customer reported issues.Demonstrated proficiency with several of the following:Security (including anti-malware) tools, technologies and processesSoftware and/or hardware firewall implementation and managementStrong endpoint security experience, including design, implementation, and management  Microsoft Windows, including ability to troubleshoot services, applications, and driversFamiliar with SSL communication and other encryption technologiesPacket trace analysisTroubleshooting client/server applicationsMicrosoft IIS Web Server, management of sites and server configurationMicrosoft SQL, connection and simple queriesVMware, Cisco or any Security Certifications a plusExperience with virtualization environments (HyperV, VMware, AWS) is a plusExperience RequiredA minimum of 3 years of related experience  Ability to communicate in English and Arabic effectively both verbally and in writing. French language is a plus.Desired security network, and systems related professional certifications are a plusAble to debug problems and deliver solutions with a high level of customer satisfactionAbility to work through complex problems and isolate core issues, combined with superb troubleshooting logicSelf-motivated, self-starter, sense of urgency, personable, extroverted personality, well organized, attention to detail and accountable  Excellent time management skillsAbility to present to small groups of technical individualsExtreme attention to detailEnjoys problem solving and displays an eagerness to learn new technologies/skillsWe embrace change, empower people, and encourage innovation. Join Trend Micro and Thrive with us.