Job Description

Maintenance Team Engineer

RESPONSIBILITIES

  • Provide technical support to customers via Phone, Chat, Email and onsite support

  • Support handling will be 24×7 and rotating shift is required

  • Diagnose faults and troubleshoot technical issues

  • Communicate complex technical concepts in layperson’s terms

  • Managing and interpreting customer requirements – listening to clients and using astute questioning to understand, anticipate and exceed their needs

  • Coordinate with other Technical Support team members to escalate cases with unresolved issues to respective product vendor

  • Maintain a close-loop with the product vendor to identify and support new product solutions based on direct and indirect prospect feedback as well as security industry trends

  • Continuous Learning in IT industry, particularly new security products and solutions

  • Any other ad-hoc duties as required or assign...

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