Technical Support Engineer

Westcon-Comstor; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading technology solutions provider seeks a post-sales support professional. You will manage technical escalations and resolve issues for APAC customers while contributing to knowledge sharing within the team. This role requires a Bachelor's degree in computer science and hands-on experience in the networking and security field.

Qualifications

• Bachelor’s degree in computer science, cyber security, or equivalent experience.
• 4-6 years in networking and security fields.
• Experience in troubleshooting security products.

Responsibilities

• Support post-sales requests for APAC customers.
• Manage technical escalations and document cases.
• Perform duplicate testing to resolve customer issues.

Skills

Troubleshooting

Customer Facing Skills

Communication

Organizational Skills

Technical Knowledge

Education

Bachelor’s degree in computer science

Relevant security certifications

Job description

About the Role Support post-sales request from Westcon’s APAC customers.

Your Key Responsibilities

Your Key Responsibilities • Support post-sales request from Westcon’s APAC customers.
• Perform testing and reproduction as required to isolate, identify, and resolve customer's issue.
• Manage technical escalation to principal vendor.
• Manage customer's escalation and expectation.
• Keep assigned cases properly documented and up to date.
• Keep up to date with the latest technology, product, and technical knowledge.
• Being the subject-Matter-Expert (SME) for assigned products.
• Share knowledge, idea, and experience with the team and contribute to the knowledge base.
• Carry out standby duty rotations, on-call operation support as scheduled.
• Perform any other duties as assigned accordingly by the superior.

Qualifications / Requirements

Qualifications / Requirements • Bachelor’s degree in computer science, cyber security or a related discipline or equivalent work experience.
• 4-6 years working experience in networking and security related field.
• Experience in troubleshooting and analyzing security products issues.
• Obtained security industry and vendor certifications preferred.
• Experience in Technical Assistance Center (TAC) case support is an added advantage.
• Confident, articulative, and professional in verbal and written skills.
• Positive, communicative, and customer-oriented attitude.
• Exhibit strong customer facing skills while under pressure with the ability to react, adapt, and respond professionally to complex and emotional situations.
• Adhere to case management best practices and look for new ways to improve the quality and integrity of case data/documentation.
• Strong organizational and time management skills.
• Quick learner.
• Must have the flexibility to work extended hours, during public holiday, and weekend as needed.

About Us

About Us Westcon Solutions is a member of Westcon Inc., Group, a global value added distributor of category-leading unified communications, infrastructure and security solutions with a global network of specialty resellers. Westcon Solutions is a regional distributor focusing on the distribution of security and value added IT products. Working closely with leading vendors, Westcon Solutions provides sales and technical support in the security, optimization and monitoring space to partners and customers around the region.We are currently an Authorized Training Centre for Check Point and looking to expand into more vendor certified courses.