Network Security Engineer (Client Support)

Job Description

• To provide 24/7 high-quality technical support to customers remotely or onsite.
• Attend in-person meetings with clients to address incidents efficiently, by gathering/logging all necessary information for troubleshooting.
• Manage the status of resolution for all support cases, ensuring issues are resolved accurately and in a timely manner/agreed SLA.
• Following standard procedures for proper escalation to other relevant departments and ensuring that stakeholders are kept up to date on the status of incidents.
• Logging all necessary information for reporting purposes.
• Maintains knowledge of competitive products as well as complimentary solutions.
• Provides coaching and professional development to team members to enhance their product knowledge, technical acumen, and technical sales skills.
• Develops and maintains relationships with prospects, customers, and partners.
• Work collaboratively with the field sales, project management, engineering, and support teams.
• Involvement in project implementation if required.
• Create/prepare documentations and technical knowledge transfer.
• Monitors customer support for technical solutions implemented and alerts the field sales to potential customer satisfaction threats or competitor activity.

Requirements

• Bachelor’s degree / Diploma in Information Technology, Computer Science, or any equivalent.
• At least 5 years and above of relevant working experience.
• Good analytical and problem-solving skills.
• Excellent interpersonal and communication skills.
• Time management, well organized and able to work with autonomy.
• Customer satisfaction mindset oriented.
• Ability to quickly learn new or unfamiliar technology and products using documentation and internet resources.
• Well verse knowledge of IP protocol (TCP/IP) networking routing and switching protocols, VPN, Firewall, IPS, Load Balancer, WAF.
• Familiar with Firewall solutions such as Fortinet, CheckPoint, PaloAlto, or Cisco (ASA).
• Familiar with IPS solutions such as TippingPoint, TrendMicro, or Cisco (FirePower).
• Familiar with Email & Web (Proxy) solutions such as Fortinet, Symantec, Bluecoat, or Cisco (IronPort).
• Knowledge or experience in any cybersecurity related solutions.
• Applicant must be willing to work after office hours, Public Holiday, and Weekends.