Senior Technical Support Specialist

Responsibility:

  • Deliver high quality solutions to customers quickly, courteously and cost-effectively
  • Provide the highest level of technical support to our customers through technical expertise
  • Provide advanced Technical Support to customers.
  • Handle cases coming from Premium Enterprise Customers, Channels/Partners/Resellers as well as act as escalation point to our Level 2 support engineers.
  • Work closely with software development team and Service Engineering Group in identifying and resolving the problem; effectively interact with the engineering teams to provide solutions to complex technical issues.
  • Product Testing/Beta Testing
  • Maintain and expand working knowledge of current Trend Micro products as well as their integration and methods of support delivery
  • Email and phone support, willing to be assigned on night shifts

Requirements:

Technical Skills:

  • Network Administrator/Network Engineer/System Engineer/ System Integrator/Technical Support Engineer
  • Minimum two (2) Years experience as a Network Administrator; or design and implement network for companies;
  • MCSE Certified for Windows NT/2000/2003 or Linux/Solaris Certified Administrator an advantage
  • Working knowledge in any of the following Applications:
  • Send mail, MS Exchange Server, Lotus Notes; MS Proxy, ISA, Firewalls (Checkpoint); TCP/IP, WAN, VPN
  • Knowledge in FTP, HTTP and SMTP Protocol;
  • Hands-on experience in Internet/Networking environment, and client/server applications
  • Knowledge in Cryptography, PKI, Penetration Analysis, Information Security Planning, Security Policy Development, Intrusion Detection, Threat Analysis, Network/Internet Security;
  • Certification on the following is an advantage: SCSA/SCNA, RHCE, CLA/CLP (Principal), LPIC, CCNA, CCNP;
  • Security Certification is a plus (ex. CISSP, SANs, GIAC, ICSA, etc).
  • Help Desk / Support Experience is an advantage

Core Skills:

  • Must have a good command of the English language (written and oral)
  • Effective customer service skills
  • Able to manage multiple complicated assignments simultaneously
  • Self-motivated and a team Player - able to work independently
  • Passionate interest in IT and possess initiative to keep up with current IT trends.
  • Enjoys working in a challenging environment
  • Knowledge in software test automation or experience in software test tools development is a plus
  • Candidate must possess at least a Bachelor's Degree in Engineering (Computer/Telecommunication), Computer Science/Information Technology or equivalent.
  • Required language(s): Chinese, English.
  • Optional language: Japanese

Contact information:

Please email your resume to hr_cdc@trendmicro.com.cn
Please include the job title "Nanjing- Senior Technical Support Specialist" in the subject line of your message.