Customer Service Engineer (Global Support for Enterprise)

Customer Service Engineer (Global Support for Enterprise)

HCM Nexus Consulting Inc
Not Specified
Not Specified

Job Description

About the job Customer Service Engineer (Global Support for Enterprise)
  • Provide technical support to 24x7 Enterprise Accounts via phone, e-mail, and other electronic medium
  • Manage the customer expectations when they call the 24x7 hotline and coordinate with different operational teams on complex issues, or according to the process
  • Focal point for Crisis Management and is responsible for monitoring, coordinating, responding, and acting decisively during events such as major critical incidents, threat alerts, vulnerabilities and others. Must have the ability to provide accurate initial information in time-sensitive situations.
  • Work in a fast-paced, high-pressure environment under minimum supervision, correctly diagnose a customer's issue and analyze its severity and urgency and act accordingly based on the business impact
  • Perform as the primary interface on internal escalation for different global support teams
  • Strong collaboration and coordination with the different global support functions and teams
  • Continuously improve and upgrade technical and professional skills through training, self-study, and certifications
  • Meet business objectives and team targets defined by management
  • At least four (4)-year Bachelor of Science degree
  • Two (2) years background in the Information Technology or Information Security field covering:
  • Operating systems, application services, database systems, networking services, network devices and TCP/IP
  • Technical security controls and countermeasures such as antivirus, firewalls, intrusion detection/prevention, content filters
  • Verbal and written English language proficiency
  • Professional certification or equivalent experience
  • Platforms such as Microsoft Windows, Red Hat Enterprise Linux or VMware Certified Professional
  • Networking such as Cisco CCNA
  • Information security such as ISC2 SCSP/CISSP, ISACA CISA/CISM or CompTIA Security+/CASP
  • Information technology infrastructure such as ITIL Foundation
  • Cloud services such as Amazon AWS Certified Solutions Architect
  • Relevant line experiences
  • Customer engagement through first or second level local or global technical support and service delivery
  • Information Technology or Information Security operations

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