Cyber Security Engineer

MC1 - Noon Dalton Philippines Inc; Cebu City; On-site; PHP 446,400 - 669,600; Full time

Job summary

A leading technology company in Cebu City seeks a Technical Support Specialist to assist clients with network security issues. Candidates should have over 5 years of experience, a bachelor’s degree in IT or Computer Science, and strong problem-solving skills. This role involves managing support tickets and contributing to knowledge base articles. Excellent communication is essential.

Qualifications

• Minimum 5 years of experience in technical support.
• Experience with network security solutions and cloud technologies.
• Knowledge base development experience.

Responsibilities

• Assist MSP partners and end customers with network security issues.
• Manage support tickets, calls, Slack messages, and remote sessions.
• Monitor and report on support key performance indicators.

Skills

Customer satisfaction

Problem-solving

Communication

Planning & prioritization

Education

Bachelor’s degree in IT, Computer Science, or related field

Tools

AWS

GCP

Azure

Job description

• Provide First and Second-Level Technical Support: Assist MSP partners and end customers with both basic and advanced network security issues.
• Troubleshoot and Resolve Issues: Address complex issues related to cloud-based and endpoint security products (macOS, Windows, iOS, Android).
• Respond to Support Requests: Manage support tickets, phone calls, Slack messages, and remote sessions.
• Document Support Actions: Capture detailed issue information in the ticketing system and maintain comprehensive documentation of support actions and resolutions.
• Identify and Escalate Issues: Identify and escalate complex issues to L3 support or appropriate teams.
• Develop Knowledge Base Articles: Contribute to the development and updating of knowledge base articles and training materials.
• Stay Current on Cybersecurity: Stay informed about the latest cybersecurity threats and best practices.
• Track and Report KPIs: Monitor and report on key performance indicators (KPIs) related to support activities.

• Minimum of 5 years of experience in technical support, with an emphasis on customer satisfaction and problem-solving.
• Experience with network security solutions and cloud technologies.
• Bachelor’s degree in IT, Computer Science, or a related field.
• Efficient Planning & Prioritization.
• Organized Execution & Composed Problem-Solving.
• Effective Communication & Stakeholder Engagement.
• Resource Management & Delegation.
• Informed Decision-Making & Commitment.
• Exceptional Verbal & Written Communication.
• Experience with virtualization technologies and cloud providers (AWS, GCP, Azure).
• Experience with network protocols including FTP/SFTP, SMTP, and SNMP.
• Knowledge base development and training creation experience.
• Industry certifications (e.g., CompTIA Security+, CCNA, CISSP) are preferred.