The Technical Services Team are responsible for the performing Level 1 & 2 activities such as ensuring availability and logging consistency of customer security devices such as firewalls, Intrusion Detection Systems and End point antivirus applications. The Technical Services Representative will play a key role in assisting customers make the most effective use of the MSS service, executing on operational decisions and implementing solutions that will enhance the organization’s ability to deliver a quality service.
Act as Tier 1 & 2 level response, providing technical customer support with various technologies such as Firewalls, IPS/IDS’, Symantec Endpoint Protection and Log Collection platforms for our global customer base.
Assess and triage client requests via the phone, email or the managed security services client portal (service cases and live chat).
Develop technical and procedural knowledge of all MSS services.
Respond to technical security questions and concerns from customers.
Perform troubleshooting of various technologies.
Document best practices and writing knowledgebase articles.
Execute assigned projects.
Adhere to established internal procedures and guidelines.
Act as an escalation point, and use your extensive experience to provide expertise, support and advice to other Security Engineers.
Ensure the quality and timeliness of the incident notifications.
Routinely review incidents and other customer deliverables for adherence to the established procedures and guidelines. Document, rectify and provide feedback to Engineers as necessary.
Identify opportunities for process improvement.
Support other teams (service management) regarding service methodology
Bachelors’ degree in Computer Engineer/IT Security or related discipline.
Successful candidates will possess:
A passion for network security, learning, and knowledge sharing.
Strong troubleshooting skills with the ability to be dynamic and adapt in order to solve complex technical issues with customers and partners.
Strong customer service ability and interpersonal skills.
Consistently high levels of teamwork and professionalism.
Advanced college coursework in Computer Science or Information Technology, or equivalent experience
A solid foundation in computer networking and Linux fundamentals.
The ability to express themselves clearly and demonstrate strong verbal and written communication skills.
Ideal candidates will also possess:
Experience in an operational environment, including customer-facing responsibilities.
Experience researching complex technical subject matter and clearly documenting the results/key findings for others to review.
Hands-on experience with market-leading security products, including Firewalls (CheckPoint, Cisco PIX) and Intrusion Detection Systems (Snort/SourceFire, IBM Proventia/ISS, McAfee IntruShield).
Experience as a senior team member or team leader, including mentoring/training and people/resource management.
One or more of the following certifications would be advantageous: CCNA, Network+, Linux+, RHCSA, CISSP
PrimeStaff Group was incorporated in 1994 with the sole objective of providing quality services in recruitment and human resource management and development. Since then, the company has grown organically into a specialist provider of permanent, contract, temporary and outsourced recruitment solutions. With over a decade of experience in Singapore, we operate across the public and private sectors, dealing from permanent positions, contract roles to temporary assignments.
Assisting jobseekers and employers, PrimeStaff’s regional expertise spans across the Asia Pacific region.
Our aim is to give employers quality staffing and individual candidates greater opportunities to succeed in their careers through a broad range of contacts and value-added expertise.
We have succeeded in transforming a conventional business concept into one that embraces technology, without sacrificing that all-important personal touch.
Job Description :
To ensure customer service and support all operations. To create customer delight at every interaction.
Interacting with external customers and internal customers and addressing their queries, requests and complaints.
Committed TATs are met consistently
Complaints Management- addressing customer complaints at the branch, system updation, coordination with Sales/HUB/ other functions for resolution.
Refunds processing and dispatch
Undelivered policy documents tracking and management.
Maintenance of all files and registers.
New Business Processing:-
Handling end to end New business processing starting from creation of Client id,Case start up, New business login, Follow up for policy issuance, Quality Check
Follow up with HUB for policy issuance of pending cases