---------------------------------------------------
SECURITYFOCUS JOBS - NEW OPPORTUNITY
---------------------------------------------------
JOB DESCRIPTION
---------------------------------------------------
Position: Technical Support Engineer
Location: Brussels, , Belgium
Type: Permanent F/T
Closing Date: 2006-05-15
Premium Support Analyst
Provide complex technical assistance on ISS products to both internal and
external customers via telephone or electronic medium. Provide on-site
assistance to internal ISS customers. Document all communications with
customers.
Responsibilities:
• Provide technical, customer relations, and personnel management for
major programs and projects. (80%)
o Respond to requests for technical assistance from Premium Support Engineers
or management. Assist PSE’s in managing difficult customer situations in
a professional and courteous manner with an emphasis on customer satisfaction.
Assess and escalate to next level of engineers/management.
o Document all communications related to outstanding technical issues in order
to escalate to next level. Responsible for tracking of bugged or escalated
issues and the facilitation process between Premium Support and Development.
o Assist in troubleshooting ISS products in customers’ networked
environments, responsible for recreating complex issues in lab.
o Inform Premium Support Engineers of problem status, set clear expectations
and provide timely follow-up to customers on a daily basis.
o Responsible for red alert process - communication tool between Support and
Development on all tracked escalated and bugged issues.
o Serve as the focal point for external critical care customers and for sales
pending issues requiring advanced troubleshooting and assistance.
o Serve as the focal point for internal customers (SE, PSS, etc.) at client
site needing advanced troubleshooting support and assistance.
o Assist Premium Support Engineers in troubleshooting and explaining the
circumstances and resolution to customers without help of management (on
exception basis), if needed. Work in a team environment with limited direction,
must be empowered and self-directed to ensure customer satisfaction goals are
met.
o Understand critical care process and determine customer needs and
requirements. Negotiate with all departments to ensuring customer satisfaction
and timely resolution of issues.
o Responsible for proactively communicating to all teams ETA and current
statuses of issues.
o Represent the Premium Support team in interdepartmental meetings requiring
decisions and actions from Support/Engineering. Understand business reasons as
they relate to customer service and negotiate with Development and other
departments.
o Proactively identify and provide training for Premium Support Team.
o Proactively lead regular updates with PSE’s for purposes of product
updates, know issues, triage & trending.
• Coach and mentor newer members of team on technical and customer service
related issues. (5%)
• Identify, document and approve (at a technical level) all knowledgebase
articles based on bugged and escalated cases. (5%)
• Maintain self directed ongoing training, plus structured product or
vendor related training. Keep up to date on current product versions and/or
new products during specified schedules and/or off-peak hours. (5%)
• Prioritize workload based on set processes. Perform account control and
set expectations with little to no guidance from management, knowing when to
escalate. (5%)
• Perform all other related duties as assigned. Help work PSE backlog as
necessary, answer phones if needed, work on trial customer accounts, etc.
JOB REQUIREMENTS
---------------------------------------------------
Education: Bachelors degree in related field or equivalent experience.
Requires 90% or higher on test on related products, after training. Requires
ISS product certification and ISS Security certification, after training. MCPS
(Microsoft Certified Product Specialist) for TCP/IP, NT Server, and/or
Networking Technologies or demonstrated equivalent skills in UNIX preferred
Experience: Minimum 6 years total work and education experience in a customer
service role demonstrating excellent customer service skills. Minimum 3 years
working hands-on experience with NT and/or UNIX operating systems. Minimum 3
years experience with Internet working technologies and protocols including
TCP/IP and routers (i.e. Cisco products). Minimum 3 years hands on experience
of network systems and/or security principles and applications. Minimum 3
years experience with general software and Internet applications.
Skills:
• Fluent in English, written and verbal
• Fluent in either German or Italian, written and verbal
• Client focused, proactive and thorough in resolving issues.
• Experienced in multi-tasking and prioritizing job responsibilities.
• Flexible in resetting priorities and understanding business reasons for
changing them.
• Able to make clear and quick business decisions as they pertain to
technical aspect of core responsibilities in support.
• Working hands on knowledge of SQL preferred.
• Able to consistently meet service level metrics and client satisfaction
survey goals established by Premium Support Management.
• Experience as a mentor, coach or trainer and/or in a role requiring
technical management decisions and negotiation skills preferred.
• Able to explain proper use (including general installation and
configuration) of ISS products effectively, in both verbally and written
format.
Equal Opportunity Employer M/F/V/D
CONTACT
---------------------------------------------------
Please e-mail cv to: kmccaughan@iss.net
Internet Security Systems
Katie McCaughan
Recruiter
kmccaughan@iss.net
---------------------------------------------------
SECURITYFOCUS JOBS
---------------------------------------------------
SecurityFocus now offers an online interface for
searching and managing job opportunities and resumes.
http://www.securityfocus.com/jobs
