TREND MICRO™ Incorporated is a global leader in antivirus and content security software and services. Its innovative, centrally-managed solutions protect networks at all levels, from the network layer through to the desktop, helping businesses of all sizes manage today’s Internet security threats. With its Trend Micro PC-cillin™ Internet Security solution Trend Micro also protects home users against all types of Internet threats.
Level 2 Technical Support Engineer - Cork, Ireland
Summary:
Reporting to the Technical Manager, these roles will play a fundamental part in the provision of effective support to our customer base.
Responsibilities
Working in a rapidly developing, highly technical environment to support deployment, integration and maintenance of Trend Micro products within clients IT-environments
Manage a diverse and complex scope of support issues directly related to the use, support and implementation of Trend Micro products and solutions with effective customer skills required via email and telephone to ensure the highest level of customer satisfaction by understanding and identifying the customers’ complex networks.
Share best practices with other team members to enhance the quality and efficiency of support services
Effectively interact with other members of the team to provide solutions to complex technical issues.
Attempt first call case resolution, software/network troubleshooting and proactive support services
Requirements:
Minimum 3 years of proven customer service background, preferably in a developer- or customer-support background ideally within a corporate or distribution channel support environment
Minimum 2 years experience of networking and web/internet protocols (TCP/IP)
Minimum 2 years experience and deep knowledge in one or more of the following platforms:
o Windows
o UNIX, preferably Solaris
o Linux
Minimum 2 years experience of one or more of the following areas - operating systems, email/groupware, IT-security, programming/developing or Network-administration (large Networks).
Fluency in one or more of the following languages required: French
Qualifications/Education/Experience:
Effective communicator with a positive and confident attitude
Attitude for solving problems and acting on own initiative
A strong team player with a flexible approach
Highly motivated with a willingness to learn
(IT-Industry-standard) Certification highly desirable (MCSE, RHCE)
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