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11 Oct
2014
Full-Time - Staff Solutions Consultant (SAAS)
Job Description
Job Description:
- Provides quick, quality, courteous, and cost-effective 2nd to 3rd level support to Technical Account Managers and Level 2 support engineers on issues related to installation, deployment, implementation, functionality and usage of Trend Micro products. Provides support using Remote Access (Webex), phone or Chat
- Participates and Interacts with readiness team in early phase and beta testing, identifying and resolving product defects, and providing validation/endorsement as necessary
- Acts as technical expert for Trend Micro products and associated networking/security technologies by conducting technical trainings to internal teams/regional business units and taking industry certification as needed
- Creates Documentations, Knowledgebase Entries, product pages, Troubleshooting guide and all activities related to support readiness for new products
- Provides customer onsite support and ready for immediate travel when needed
Requirements:
- Graduate of any Bachelor of Science degree courses
- Minimum 2 years work experience in providing customer/end-user or helpdesk technical support in IT, Telco, Support/BPO/Call Centers servicing IT customers, or in any high-tech industry
- Very Good communication and collaboration skills and is customer oriented
- Intermediate knowledge of Microsoft Windows operating system technologies including installation, configuration, troubleshooting and server-client relationships, preferably with a similar background in Linux environment
- Minimum 2 years troubleshooting and management experience in a multi-protocol routed network environment, such as TCP/IP, SMTP, HTTP, FTP
- Intermediate knowledge of gateway applications, such as firewalls, VPN, and router technologies including installation, configuration, administration and troubleshooting
- Intermediate to advanced knowledge on Vmware, AWS and Azure
- Preferably with a good working knowledge of Trend Micro or any security-related products
- Proficient in Microsoft Basic Office applications and Sharepoint
- Highly Preferred: Microsoft certification in networking, security and/or Linux or equivalent
- Preferably can deliver effective technical and product training
- Ability to effectively instruct or guide customers using verbal and written English language
- Possess telephone customer service skills
- Ability to utilize on-line tools
- Ability to handle stressful and ambiguous situations
- Customer-oriented, enthusiastic and professional, Team Player
- Willing to work on shifting schedules
