Virus Coordinator

Job Description

Primary point of support contact for AV-related communications of Service Engineering Group (SEG) and Support Readiness AV Specialist during sustain activities and new features implementation.
Provide trouble-shooting guide and answers to technical questions from the Consumer Support Team. Provides guidance and help to consumer support engineers in resolution of virus-related subscriber questions and problems (i.e., virus removal, programs update/review and product installation).
Conduct product, platform, network technology and other relative knowledge training to support engineers as needed. Work closely with the Support Readiness Training & QA team to continuously develop and improve on existing training materials for the Service Delivery team.
Performs in-depth testing of Trend Micro consumer products and sends feedback to Support Readiness AV Specialist and Service Engineering Group (SEG).
Provide recommendations and solutions to Trend product deployment challenges with highly industry business and network security insight.
Work with Service Engineering Group (SEG) to provide workarounds and solutions to product bugs and new features implementation.

Candidate must possess at least a Bachelor's/College Degree in Engineering (Computer/Telecommunication), Computer Engineering, Computer Science/Information Technology or equivalent.
Minimum of 1.5 years experience in support operations as a Level 2 support engineer.
Team player, strong self-confidence and ability to work with minimum supervision
Excellent written and spoken communication.
Strong multi-tasking, analytical and problem resolution skills
Willing to work flexible hours and/or report on night shifts in order to meet deliverables.
Strong customer service and technical support skills.
Candidate must have personal commitment to improving one's own knowledge and skills. Highly motivated to learn.
Excellent cross-functional team coordination skills.
Able to manage tasks and project schedule.
Microsoft Certified Professional is Preferred.
Strong knowledge in one or more of the following areas of technology is required: PC Hardware architecture, desktop operating systems (Windows 2000, Windows XP and Windows Vista), Networking Skills, firewalls, and knowledge on Malwares.
Advance knowledge in identifying virus behaviors and analyzing log files (Systems information collector, product virus logs, third party analysis tools (e.g., Sysinternals.com)

To apply for the position, please send your resume with cover letter to careers@trendmicro.com.ph