EGUARDIAN is one of the leading regional information security providers specializing in information security solutions for e-businesses in Asia. EGUARDIAN’s portfolio includes a comprehensive range of solutions and servicesthat drive business value by helping organizations to guard against information security threats.
Founded in 2003, EGUARDIAN has grown rapidly to a reputable and trusted information security provider with wide coverage in the public sector and in more than 20% of the Fortune Global 500 companies listed in Asia. As a specialist in information security, EGUARDIAN expertise lies in understanding, identifying, analyzing and minimizing security risks through offering a set of comprehensive solutions and services that address the business needs of our partners and customers.
The success of the company is largely attributed to both the company's efforts to keep up with the ever-changing demands and challenges of today's technological world and the company's continuous commitment to provide leading security technologies. Another key success factor is our successful partnerships with industry leading technologies vendors whom grant us an early access to the latest “Information Security” technologies, thus allowing us to offer the “best-of-breed” solutions to the business needs in Asia. EGUARDIAN is headquartered in Singapore and has offices in Malaysia & India
Reporting to the Technical Manager, the Technical Consultant will provide pre-sales support (such as understanding customers requirements, presenting technical information about products and services, conducting product demonstrations and implementing, presenting/training at seminars, and responding to RFP's and RFI's) as well as post sales technical support to EGUARDIAN channel partners and end user customers via phone, e-mail and web. Strong fault isolation and root cause analysis skills are required to diagnose and solve complex technical issues and provide timely solutions to customers in a professional manner. Regularly updating support cases to record progress of calls in call tracking system and documenting technical solutions and product information in the knowledge base is required. Work to reproduce customer issues and qualify escalations. Traveling may be required to customer sites to assist in fault isolation and root cause analysis.
Managing support cases to ensure issues are recorded, tracked, resolved, and follow ups are done in a timely manner
Consistent fault isolation and root cause analysis
Publish Technical Support Bulletins and other technical documentation in the Knowledge Base
Review of technical documentation for training materials, technical marketing collateral, manuals, troubleshooting guides etc
Travel may be required to customer sites in the event of a critical situation to expedite resolution
Provide on-call support 24x7 on an as needed basis
Minimum 2 years experience as a Technical Support Engineer in the IT Security Industry
Strong IP networking skills
Excellent knowledge of Network Security a must (Routers, Switches, Firewalls, VPN, IPS etc)
Extensive background in internetworking, LAN, and WAN technologies required
Ability to effectively manage many different tasks simultaneously
Strong interpersonal skills and desire to work in a dynamic and fast-pace environment
Must have the ability to work autonomously, be self-motivated and a strong team player, no 9 to 5 mentality
Must be willing to adapt as necessary to accommodate changes in industry and company direction
Excellent communication skills, both written and oral
University degree or equivalent experience
Interested candidates are invited to submit a comprehensive resume, stating expected salary and date of availability together with a recent photograph to the following email address: firstname.lastname@example.org