Security Consultant, SAC team |
Security Consultant / Resident Engineer - Security Assistance Center, UAE
Job Description
The candidate will be responsible for the proper and accurate handling of support requests of Help AG’s customers. He/she will receive requests by Email and Calls and handle those according to Help AG’s support workflow including:
Internal and external escalation;
Continuous communication with the customers;
Providing solution scenarios;
Proper and accurate use of tools (Ticket System, Time Tracking) and documentation of the tickets;
Follow-up on any escalations in time.
The primary measurement targets for this position are customer-satisfaction, professionalism, accuracy and an outstanding high quality in the work/duties.
Experience
At least 5 years of progressive experience in larger-scale organizations on customer side as a support engineer or similar roles, ie. in a service desk environment
Skills and other preferences
Bachelor’s degree in information security or IT-related matter or equivalent experience
Deep understanding of technical relations in a complex environment
An advantage to have experience and the highest certifications of the vendors Splunk, F5, Symantec, PaloAlto, Infoblox, ixia, Cisco security technologies )
Excellent and accent-free communication skills in English (Arabic an advantage)
Proper and structured documentation and diagramming
Excellent organizational skills in enterprise support
Understanding of information security concepts and related technology
Strong background and experience in TCP/IP networking of large-scale organizations
Flexible work approach, based on the job requirements
Able to identify new work areas and to set new goals for themselves
Excellent communication and training skills
Outstanding customer handling, friendly and goal-oriented
Ability to communicate / translate to Customer-level
Able to understand complex business processes and activities
Internal and external escalation;
Continuous communication with the customers;
Providing solution scenarios;
Proper and accurate use of tools (Ticket System, Time Tracking) and documentation of the tickets;
Follow-up on any escalations in time.
The primary measurement targets for this position are customer-satisfaction, professionalism, accuracy and an outstanding high quality in the work/duties.
Experience
At least 5 years of progressive experience in larger-scale organizations on customer side as a support engineer or similar roles, ie. in a service desk environment
Skills and other preferences
Bachelor’s degree in information security or IT-related matter or equivalent experience
Deep understanding of technical relations in a complex environment
An advantage to have experience and the highest certifications of the vendors Splunk, F5, Symantec, PaloAlto, Infoblox, ixia, Cisco security technologies )
Excellent and accent-free communication skills in English (Arabic an advantage)
Proper and structured documentation and diagramming
Excellent organizational skills in enterprise support
Understanding of information security concepts and related technology
Strong background and experience in TCP/IP networking of large-scale organizations
Flexible work approach, based on the job requirements
Able to identify new work areas and to set new goals for themselves
Excellent communication and training skills
Outstanding customer handling, friendly and goal-oriented
Ability to communicate / translate to Customer-level
Able to understand complex business processes and activities
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