Security: Technical Support Engineer 【RSA】
Dell
Tokyo, Japan
1 日前

Responsibilities :

Applies advanced systems level technical expertise to resolve highly complex systems level customer issues

Reviews technical solution articles for accuracy and completeness, and give feedback to the authors

Accepts escalations from other technical team members as a subject matter expert, shaping group operations with depth of knowledge

Works closely with Engineering and other technical business units to increase knowledge and resolve customer issues

Mentors others in providing validated technical information, support process instructions and special support requirements

Validates technical information and issues early warning and disseminates information as needed

Interfaces directly with customers at different stages of problem resolution process including understanding issues customers are facing, communicating plans for resolution, explaining developments, and conveying resolution

Identifies, records and works with management to proactively revise current procedures and tools to improve customer satisfaction

Mentors and / or coaches less experienced TSEs, Helps develop and participate in presentations and informal training for other TSEs

Applies systems analysis techniques and procedures to determine hardware or software systems functionality

  • Applies technical knowledge to analyze and use highly technical troubleshooting tools and content and analytical practices;
  • uses operational and diagnostic procedures to diagnose and resolve issues in unique and often complex customer environments

    Systematically gathers relevant information and analyzes a broad range of factors while working to diagnose and resolve issues

    Determines which tool(s) to use to resolve issues including running tests and be able to identify when deviation from the available troubleshooting tools and documents is appropriate

    Effectively communicates procedural and technical issues to internal and external customers in a fast paced and customer critical environment

  • Maintains a "closed-loop" communication style that ensures proper and consistent documentation in service request case notes;
  • assuring all appropriate individuals are notified of ongoing issues and problem resolution status

  • Contributes and develops knowledge-based articles; may perform senior or expert level tasks for assigned products and skills;
  • prepares articles for other TSEs and / or customers regarding technical solutions

    Requirements :

    2+ years of Unix / Linux knowledge with strong command line experience and UNIX / Linux shell scripting experience

    Technical proficiency across Windows platforms including computer networking skills, Microsoft SQL Server 2003 / 2008 installations, integration and configuration, Microsoft IIS, LDAP, and web-based technologies

    Proficient with networking fundamentals and a basic working knowledge of netstat, nslookup, dig, route, ping, traceroute, snoop, tcpdump and wireshark for isolation of network issues

    2+ years of experience with network security to include packet sniffing, firewall configuration and SSL-based secure communications

    Ability to prioritize and manage multiple tasks, act independently and exercise good judgment

    Ability to make decisions or solve problems using logic to identify key facts, explore alternatives and propose quality solutions

    Ability to work well in a team environment

    Excellent verbal and written communication skills in Japanese and English

    Excellent troubleshooting and customer support skills

    Excellent organization skills; capable of effectively balancing multiple responsibilities, managing multiple priorities in a fast-

    paced environment with minimal supervision

    Excellent knowledge of security fundamentals.

    SQL Query Language

    Active Directory Administration knowledge

    API / SDK experience

    Active Directory and IIS Strong knowledge of Networking, Architecture & Administration

    CISSP, CEH, OSSP or similar security certification is a plus.

    College degree preferred, preferably in MIS, CS, or another technology-related study

    Required Experience :

    5+ years technical support experience or relevant

    RSA Engineering Job ID : R58814

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