Role Summary:
The Technical Engineer (Security Customer Care) is responsible for maintaining and supporting
security infrastructure and ensuring that infrastructure operations are executed according to
planned timelines and quality standards. This includes preventive maintenance, on-site and off-site
technical support, and project assistance, all while ensuring adherence to internal systems and
processes.
Main Responsibilities:
- Preventive Maintenance Scheduling: Coordinate and schedule preventive maintenance activities with customers to minimize downtime and ensure optimal system performance.
- Preventive Maintenance Execution: Perform remote or on-site preventive maintenance to maintain hardware and infrastructure integrity.
- Operational Support: Provide both onsite and remote technical support to customers,
- ensuring fast and effective problem resolution.
- Documentation Management: Prepare and upload detailed preventive maintenance and incident reports into the Field Service Management System (FSMS) in a timely manner.
- Project Assistance: Assist in the execution of complex installations involving multiple products and technologies.
- Technical Issue Documentation: Capture and update project implementation technical issues for lessons learned and future improvements.
- Testing and Commissioning: Conduct project testing and commissioning activities with customers to ensure system functionality and satisfaction.
- Compliance & Standards: Ensure all tasks comply with relevant technical standards and company policies, contributing to continuous operational improvement.
- Knowledge Sharing: Conduct knowledge-sharing sessions within the team to promote continuous learning and improvement.
- Time Management: Update timesheets in the Intranet system promptly to ensure accurate tracking of work hours and project allocations.
- Standby Rotation Participation: Participate in department standby rotation to provide on call technical support when needed.
Education and Experience:
- Qualifications: Diploma or Bachelor's Degree in Security, Cybersecurity, Computer Science, Information Technology, Engineering (Computer/Telecommunication), or an equivalent field.
- Technical Expertise: Strong understanding of security concepts, network packet analysis tools, and security configuration. Familiar with both network and system security components including but not limited to Cisco, Fortigate, Palo Alto Networks, CrowdStrike, SentinelOne etc. Preferably possess technical certifications such as CCNA or CCNA-Security.
- Experience: At least 1 year of hands-on security technical experience in a similar role, preferably involving security deployment, troubleshooting, and support.
- Communication Skills: Fluent in English, with strong written and verbal communication abilities particularly in explaining security concepts to non-technical users.
- Proven ability to articulate technical solutions and remedial action plans to customers and internal teams.
- Customer Management Skills: Demonstrated ability to manage customer relationships effectively, ensuring that technical issues are resolved swiftly and satisfactorily.
- Adaptability: Flexible and quick to learn new security tools and respond to emerging threats in a fast-paced environment.
- Confidentiality: Ability to uphold confidentiality in handling sensitive security data and information.
Please send me your updated resume with the details below.
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