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Posted: Wednesday, May 10, 2017 6:23 PM

Trend Micro: Securing Your Journey to the CloudTrend Micro, the worldA?s largest independent security software company, strives to make the world a safer place by protecting digital information. Our solutions for consumers, businesses and governments provide layered security to protect information on mobile devices, endpoints, gateways, servers and the cloud. Trend Micro enables the smart protection of information, with innovative technology that is simple to deploy and manage, and security that fits an evolving ecosystem. Our solutions are supported by over 5000 employees in over 50 countries and powered by the worldA?s most advanced cloud:based global threat intelligence, the Trend MicroA: Smart Protection NetworkA: . The Customer Service Engineer is responsible for resolving challenging, potentially high impacting customer situations with a high level of tact and understanding. The Customer Service Engineer will also take ownership of the technical support relationship to drive customer satisfaction by proactively managing and resolving technical issues for our customers both onsite, online and via telephone.Provide exceptional customer service while responding to phone, e:mail and online requests for technical supportRepresent the customer to ensure serviceability and product quality issues are being tracked, prioritized, resolved, and incorporated into the product release cycleWork in a fast:paced, high:pressure environment under minimum supervision to support deployment, integration and maintenance of Trend software products within clientsA? networking environments. Will provide first call case resolution, software/network troubleshooting and proactive support servicesManage a diverse and complex scope of support issues directly related to the use, support, and implementation of Trend Micro products and solutions, with effective customer skills required on:site, over the phone, and online to ensure the highest level of customer satisfaction by understanding and identifying the customers complex networkEffectively interact with the engineering teams to provide solutions to complex technical issuesMust be available to be on call 24x7 and be able to travel when needed estimate of 5:10 onlyShare best practices with other Customer Service Engineer members to enhance the quality and efficiency of supportMaintain and expand working knowledge of current and beta (non:released) Trend Micro products as well as their integration and methods of support deliveryParticipate in all projects including building vendor relationshipsOther duties as assignedThe ideal Customer Service Engineer will demonstrate a strong aptitude for learning new technologies, evidenced by their ability to expand upon core knowledge quickly. They should be highly analytical with the ability to derive facts quickly, methodically, and accurately. This is a customer:facing role where you will work to solve product, system and network problems of low to high complexity and act as a focal point for problem resolution. As the Customer Service Engineer, you must be able to effectively setup and configure complex lab environments to replicate and resolve customer reported issues. Demonstrated proficiency with security as it relates to several of the following:Intrusion Detection/Prevention SystemsSecurity tools, technologies and processesFirewall, VPN, IDS and related network security design and implementationStrong endpoint security experience, including design, implementation, and managementMicrosoft Windows, including ability to troubleshoot services, applications, and driversLinux, UnixVirtualization and/or cloud technologies such as VMware vSphere, VMware Workstation, Microsoft Hyper:V, Citrix XenServer, Microsoft Azure, Amazon AWSNetwork technologies (firewalls, routers, switches)Network protocols (TCP/IP, DNS, LDAP etc.)Familiar with SSL communication and other encryption technologiesPacket trace analysisExperience in supporting and troubleshooting end:point


• Location: North DFW

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