Technical Support Engineer - Global IT Company

勤務地 Tokyo, Japan
職種 正社員
給与 Up to ¥9000000.00 per annum
専門 テクノロジー・デジタル・通信,
Sub-specialization テクニカルカスタマーサポート,
お問合せ Masaki Sato
参照 JO-1906-420917
see Masaki's jobs

[Company Summary]
Global IT Company

[Responsibilities]
RSA Security Technical Support Engineer

  • 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

[Employment Type]
Full Time Employee

[Work Location]
Tokyo

[Salary]
9 Million Yen

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