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SECURITYFOCUS JOBS - NEW OPPORTUNITY
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JOB DESCRIPTION
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Position: Technical Support Engineer
Location: Brussels, , Belgium
Type: Permanent F/T
Closing Date: 2006-10-14
Responsibilities for the Premium Support Engineer (PSE) are to serve as the
customer advocate and provide senior level technical support while managing
difficult customer situations in a professional and courteous business manner
with an emphasis on customer satisfaction for our top Enterprise Customers.
The PSE will respond to requests for technical assistance and troubleshoot
issues on a complex suite of security products in customers’ networked
environments or the ISS internal labs. PSE must possess the ability to
effectively and efficiently troubleshoot complex technical issues, quickly
assessing, reproducing and then escalate to engineering as needed for
additional assistance. PSE must be able to confidently articulate the issues or
circumstances to customer and all levels of management in user-friendly way.
PSE will keep customers proactively informed of problem status, set clear
expectations for problem resolution and provide informative follow-up to
customers o
n a daily basis. Document all communications with customers, internal
resources and/or third parties related to all outstanding technical issues.
Identify and document from a technical perspective knowledgebase articles from
Premium Support cases and findings.
PSE must be able to prioritize their workload based on changing priorities and
customer situations. PSE should be able to represent their customer’s
issues and priorities during internal meeting to discuss customer escalations.
Good negotiation/relationship skills are a must. Must be able to perform
account management and set expectations with the customer, knowing when to
escalate or involve management.
PSE will coordinate and lead regular proactive updates with customer with
regard to technical issues. As the customer advocate, the PSE will facilitate
conference calls or onsite meetings with other internal department heads or
executives in order to provide product updates, roadmap updates and beta
product information for the Premium Customers. PSE should know how to balance
the needs of the customer while keeping in mind the goals and vision of ISS.
PSE should be able to work in a team environment with a minimum of supervision
and shall convey a sense of professionalism at all times. PSE will ensure that
they are informed on all product related material and new functionality so as
to keep their customers informed on a proactive basis of any issues or
opportunities that impact their products or environments. PSE will attend all
ongoing product training, customer service training and skills training. PSE
will attend various company/department meetings for the purposes of triaging
issues, new product reviews, etc.
The PSE will coach and mentor newer members of team on technical and customer
service related issues.
JOB REQUIREMENTS
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QUALIFICATIONS
EDUCATION Degrees/Certificates
Bachelor’s degree in related field or equivalent experience
EXPERIENCE Yrs and type of experience
Minimum 4 years work experience in a technical support role, supporting top
tier level customers, demonstrating standard customer service principles and an
exemplary work ethic. Experience with Internet Security Systems products is
required.
Must have experience in multi-tasking and prioritization of job
responsibilities. Experience in account management and good time management
skills are necessary for this position.
Position requirements also include:
• On call 7 x 24 on a rotational basis
• 25% travel
• Flexible working hours at times
Candidate must possess a passion for customer service, customer satisfaction,
and have a proactive mindset, and must be able to demonstrate expert
experience. Candidate must display an energetic and positive approach toward
customer service.
Candidate must possess ability and aptitude to make clear and quick business
decisions as it pertains to technical aspect of core responsibilities in
support.
SKILLS Type and Proficiency
Must be fluent in English and Italian
Must be able to consistently meet service level metrics and client satisfaction
survey goals established by Premium Support management
Prior experience as Technical Support Technician or Systems Engineer in the
Security Industry in a role requiring technical management decisions and
negotiation skills required
Must be able to explain proper use (including general installation and
configuration) of ISS products, both verbally and in written format
Extensive knowledge of Microsoft Windows, UNIX and Linux (server and client)
Operating Systems
Advanced knowledge of TCP/IP and its various uses (routing, DNS, network
infrastructure, etc…)
Understanding of and experience in implementing technical security solutions,
such as firewalls, intrusion protection systems, vulnerability assessment,
information security methodologies and best practices
Working knowledge of system architecture, security solutions, and internet
protocols and applications
Experience configuring and implementing security solutions (antivirus,
firewalls, and intrusion detection/protection and vulnerability assessment)
Previous experience with ISS products is highly desirable
Microsoft SQL Server experience
Must have excellent English written and verbal communication skills.
Good communications, organizational and problem solving skills
Detail oriented
Certifications such as CISSP, CCNA, MCSE and MCDBA desired
Equal Opportunity Employer M/F/V/D
CONTACT
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Please send a copy of your CV to kmccaughan@iss.net
Internet Security Systems
Katie McCaughan
Sr. Recruiter
kmccaughan@iss.net
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SECURITYFOCUS JOBS
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