Technical Support Associate

4 weeks ago

Philippines Trustwave Full time

About Trustwave

Trustwave is a leading cybersecurity and managed security services provider focused on threat detection and response. We uncover threats that others can’t and respond quicker than others can to protect against the devastating impacts of cyberattacks. We’re a world-class team of cyber consultants, threat hunters and researchers serving clients in 96 countries. At Trustwave, you can learn alongside the best, make a personal impact on a global scale, and solve new challenges every day. Learn more about us at .

Description:

A Technical Support Associate – CORE (Customer Oriented Relations Experts) is the first line of customer support within STM (Security Technology Management) department which is one of the Trustwave pillars for managed security services practice. Primary role of Security Technology Management team is customer premises equipment management.

Work Schedule: Shifting schedule. The team supports customers 24/7. Applicants should be willing to work Night Shift (US Daytime), weekends and holidays.

Job Duties:

  • Provide technical support by telephone, chat, and support ticketing center for resolution of customer issues to ensure quality support and professional standards on each contact.
  • Perform fundamental script-based troubleshooting (e.g., check power, cabling, LED status).
  • Responsible for Health monitoring for all managed services.
  • Escalate complex issues to appropriate team following specific escalation procedures.
  • Perform and complete related tasks and projects as assigned.
  • Collecting and documenting detailed requests for technical assistance and steps taken to resolve them.
  • Managing user accounts, profiles, and permissions.

Skills & Knowledge Requirements:

  • Customer focused with dedication to customer satisfaction.
  • Proven analytical and problem-solving skills.
  • Excellent written and oral communication skills. Fluency in English must be demonstrated during interview process.
  • Basic Networking and Security knowledge.
  • Understanding of TCP/IP protocols and Internet connectivity.
  • Strong understanding of customer-support standards and processes, including problem resolution.
  • Professional attitude and goal-oriented work ethic.

Additional desired experience (is a plus):

  • Worked in a similar position.
  • Experience in any of the following: Fortinet, Cisco, Palo Alto, Carbon Black, Crowdstrike, Azure, Splunk.

Education:

  • A high school diploma or equivalent is required; a college or university degree is a plus.

This is a remote opportunity open to anyone legally authorized to work in the Philippines. Guided by our flexible workplace philosophy, Moments That Matter, people gather in the office when in-person interaction is most impactful; full-time remote employees may be asked to travel occasionally based on the needs of the team and the business.

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