Senior Solutions Consultant
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
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
