R0008012: Technical Support Engineer

3 weeks ago

Pasig, Philippines TREND MICRO INCORPORATED-PHILIPPINE BRANCH Full time

Overview

We are looking for technical experts who will be responsible in resolving challenging potentially high impacting customer situations with the utmost level of technical expertise and professionalism. This is a customer-facing role that will require solution to Trend Micro products, system and network problems of low to high complexity in a 24X7 support environment for AMEA region.

Duties and Responsibilities
  • Establishes and maintains effective relationships with customers, gains their trust and respect; S/He likes interacting/engaging with customers
  • Has the passion to continuous learning (self-led), learns quickly, and applies the learning effectively.
  • Collaborates with teammates and other engineering group with the primary goal of providing the best solution to customer concerns.
  • Practices attentive and active listening; has the patience to hear people out; can accurately restate the opinions of others even when they disagree.
  • Reproduces, troubleshoots and performs advanced problem analysis on diverse technical issues maintaining the Trend Micro standard of quality
  • Escalates technical issues using Trend Micro methodologies and effectively interacting with other Trend Micro teams globally to provide holistic solutions
  • Promotes a positive team environment by assisting teammates to enhance the professional development of everyone within the organization
  • Uses time effectively and efficiently; concentrating efforts on the more important priorities;
  • Platforms and Virtual/Cloud Infrastructure such as Microsoft Windows Clients and Servers, Hyper-V and Microsoft Azure.
  • Server Applications and Services such as Active Directory, LDAP, IIS, DNS, and DHCP
  • Troubleshooting tools such as packet analyzer (wireshark), procmon, crash dump analyzer, and etc
  • Network technologies such as Firewall, VPN, IDS, packet trace analysis, Network protocols (TCP/IP)
  • Familiar with SSL communication and other encryption technologies
  • Knowledge or hands-on experience on either Microsoft Exchange, VDI, SCCM, SIEM, MacOS, or Mobile devices such as iOS and Android would be a plus
  • Knowledge and Experience on other Cloud infrastructure such as Amazon (AWS) or Google Cloud would be a plus too but not required
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