Technical Support Engineer - Level 3 - (Senior Product Specialist)
Job Description
- Provides third level client support and resolve issues related to installation, implementation, deployment, functionality and usage of all Trend Micro products.
- Handles cases from premium customers, channels/partners/resellers as well as act as escalation point to our level 2 support engineers.
- Delivers high quality solutions of technical expertise to level 2 support engineers and/or customers/channels/partners/resellers quickly, courteously and cost-effectively.
- Interacts with product development team and Service Engineering Group in identifying and resolving cases.
- Conducts technical training and assistance to co-workers.
- Leads product/beta testing and provide validation/endorsement as necessary.
- Maintains and expands working knowledge of all Trend Micro products.
- Provides email, phone, remote control and on-site support, willing to be assigned on night shifts.
Requirements
- Experience and knowledge in two or more of the following areas: Security Policy Development, Intrusion Detection, Threat Analysis, Virus Control - Network Security, Operating System Security, Internet Security.
- MCSE Certified for Windows NT/2000 or Linux/Solaris Certified Administrator an advantage Security Certifications a plus (ex. SCSA/SCNA, RHCE, CLA/CLP, CISSP, etc).
- Hands-on experience in Internet/Networking environment, and client/server applications- Help Desk / Support Experience is an advantage.
- Minimum three years experience on network administration and IT Security.
- Working knowledge in any of the following Applications: Sendmail, MS Exchange Server, Lotus Notes, MS Proxy, ISA, Firewalls (Checkpoint), TCP/IP, WAN, VPN, FTP, HTTP and SMTP Protocol.
- Ability to effectively instruct or guide customer onsite, online and via telephone.
- Knowledge in software test automation or experience in software test tools development is a plus.
- Have a good command of the English language (written and oral).
- Quick learner with desire to learn new tools and techniques.
- Able to manage multiple complicated assignments simultaneously- Self-motivated and a team player - able to work independently- Passionate interest in IT and possess initiative to keep up with current IT trends- Enjoys working in a challenging environment.
- Knowledge in software test automation or experience in software test tools development is a plus.
- Possess at least a Bachelor's Degree in Engineering (Computer/Telecommunication), Computer Science/Information Technology or equivalent work experience.
To apply for the position, please send your resume with cover letter to careers@trendmicro.com.ph.
