Customer Service Engineer

Customer Service Engineer

Zmg Ward Howell Inc
Metro Manila / NCR
2 - 9 Years
Not Specified

Job Description

The Customer Service Engineer will also take ownership of the technical
support relationship to drive customer satisfaction by proactively managing and resolving technical issues for our
customers both onsite, online and via telephone.
  • Provide exceptional customer service while responding to phone, e-mail and online requests for technical support
  • Represent the customer to ensure serviceability and product quality issues are being tracked, prioritized, resolved, and incorporated into the product release cycle
  • Work in a fast-paced, high-pressure environment under minimum supervision to support deployment, integration and maintenance of Trend software products within clients’ networking environments.
  • Will provide first call case resolution, software/network troubleshooting and proactive support services
  • Manage a diverse and complex scope of support issues directly related to the use, support, and implementation of Trend Micro products and solutions, with effective customer skills required on-site, over the phone, and online to ensure the highest level of customer satisfaction by understanding and identifying the customers complex network
  • Effectively interact with the engineering teams to provide solutions to complex technical issues
  • Share best practices with other Customer Service Engineer members to enhance the quality and efficiency of support
  • Participate in all projects including building vendor relationships

Desired Experience and Skills:

  • Intrusion Detection/Prevention Systems
  • Security tools, technologies and processes
  • Firewall, VPN, IDS and related network security design and implementation
  • Strong endpoint security experience, including design, implementation, and management
  • Microsoft Windows, including ability to troubleshoot services, applications, and drivers
  • Linux, Unix Virtualization and/or cloud technologies such as VMware vSphere, VMware Workstation, Microsoft Hyper-V, Citrix XenServer, Microsoft Azure, Amazon AWS
  • Network technologies (firewalls, routers, switches)
  • Network protocols (TCP/IP, DNS, LDAP etc.)
  • Familiar with SSL communication and other encryption technologies
  • Packet trace analysis
  • Experience in supporting and troubleshooting end-point security solutions

ZMG Ward Howell is an executive search firm in Asia with more than 35 years of solid experience in local and international searches for senior and mid-level executives in various industries. The company is organized by different practice groups, to best suit the diverse needs of our clients. Our Practice Heads work hand-in-hand to identify the best talent and provide professional, efficient, and reliable service to our partners. We practice discretion in all our searches and uphold the highest ethical standards when dealing in any of our assignments.

The firm is a part of Ward Howell International, a global alliance of search firms active in Asia, Europe, the Middle East, North Africa and the Americas. The firm also has five affiliate companies: Asia Select Philippines, an HR solutions company; PT Asia Select, a leading executive search firm in Indonesia; Asia PeopleWorks, a full outsourced service company; AsiaPeople Search, a mid-level volume recruitment firm; and Wynn Ward Howell, an executive search firm in Myanmar.

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