Security Engineer

NETPOLEON SOLUTIONS PTE LTD; Singapore; On-site; SGD 100,000 - 125,000; Full time

Job summary

A leading IT Network Security solutions provider in Singapore is seeking an Associate Support Engineer. The role involves customer support, troubleshooting, and collaboration with teams. Ideal candidates should have solid technical knowledge, excellent communication skills, and a proactive learning attitude. Competitive salary with bonuses is offered, along with opportunities for additional training.

Benefits

13-month AWS / Variable bonus

In-house and vendor-led training

Career specialization opportunities

Qualifications

• Solid understanding of computer systems, networks, software applications, and troubleshooting methodologies.
• Excellent verbal and written communication skills.
• Strong analytical and problem-solving skills.
• Proactive attitude towards learning new technologies.

Responsibilities

• Respond to customer inquiries and technical issues through various channels.
• Investigate and diagnose technical problems reported by customers.
• Create and maintain documentation of support processes.
• Collaborate with internal teams to resolve complex issues.
• Assist in testing new product features and provide feedback.
• Support new customers during the onboarding process.
• Ensure compliance with SLAs for response times and customer satisfaction.

Skills

Analytical skills

Cybersecurity knowledge

Customer service orientation

Technical documentation skills

Communication skills

Job description

Netpoleon Solutions is a well-established IT Network Security solutions provider and the Asia arm subsidiary of Macnica Inc – a Global Company with trillion-yen revenue.

Netpoleon Solutions has offices in Singapore, Malaysia, Indonesia, Philippines, Thailand, Vietnam, Myanmar, India, Australia and New Zealand, with its parent Company based in Japan.

We are now inviting individuals to join the Singapore office. Candidates should have a strong analytical mind and possess excellent cybersecurity skills and knowledge. If you have these qualities, you will embark on an exciting career together with us to pursue our strategic expansion.

Primary Functions:

• Customer Support: Respond to customer inquiries and technical issues through various channels such as phone, email, chat, or ticketing system. Provide prompt and courteous assistance, ensuring customer satisfaction and a positive support experience.
• Troubleshooting and Issue Resolution: Investigate and diagnose technical problems reported by customers or internal users. Use your technical knowledge and problem-solving skills to troubleshoot software, hardware, network, or application-related issues and provide effective solutions.
• Technical Documentation: Create and maintain detailed documentation of support processes, troubleshooting procedures, and frequently asked questions (FAQs). Contribute to the knowledge base to facilitate self-service support for customers and enhance the efficiency of the support team.
• Collaboration with Internal Teams: Collaborate with other teams such as development, quality assurance, and product management to escalate and resolve complex technical issues. Communicate effectively with stakeholders to provide timely updates on issue resolution progress.
• Product Testing and Feedback: Assist in testing new product features, enhancements, or bug fixes to ensure their functionality and reliability. Provide feedback to the product development team regarding product improvements or potential issues identified during support interactions.
• Training and Onboarding: Support new customers or users during the onboarding process by providing guidance, training, and assistance. Help them understand product features, configurations, and best practices to maximize their usage and satisfaction.
• Continuous Learning: Stay updated with the company's product offerings, industry trends, and emerging technologies. Continuously enhance your technical skills and knowledge through training, certifications, and self-study.
• Service Level Agreement (SLA) Compliance: Adhere to defined SLAs for response times, issue resolution, and customer satisfaction metrics. Ensure that support requests are handled within the agreed-upon timeframes and service standards.

Requirement:

• Technical Knowledge: Possess a solid understanding of computer systems, networks, software applications, and troubleshooting methodologies. Firm understanding of TCP/IP, OSI Layer, network security, Internet, DNS, network routing, switching, common protocols and Identity Security.
• INTERNAL Use Only
• Communication Skills: Excellent verbal and written communication skills are essential. You should be able to effectively communicate technical concepts to both technical and non-technical users. Active listening skills are important for gathering information and understanding customer issues.
• Problem-Solving Abilities: Strong analytical and problem-solving skills are required to identify and resolve technical issues efficiently. You should be able to think critically, perform root cause analysis, and apply logical troubleshooting methods to reach resolutions.
• Customer Service Orientation: A customer-centric mindset and a passion for providing exceptional customer service are crucial. You should have the ability to empathize with customers, remain patient and calm during challenging situations, and deliver clear and concise instructions or solutions.
• Teamwork and Collaboration: The role of an Associate Support Engineer often involves working closely with cross-functional teams. You should be able to collaborate effectively with colleagues, escalate issues when necessary, and contribute positively to a team-oriented environment.
• Technical Documentation: Strong documentation skills are important for creating clear and concise technical documentation, troubleshooting guides, and knowledge base articles. This helps in ensuring consistent and accurate support practices.
• Adaptability and Learning Agility: The technology landscape evolves rapidly, so you must be adaptable and quick to learn new technologies, products, and tools. A proactive attitude towards continuous learning and staying up-to-date with industry trends is highly valued.

Other Information:

• Working hours: 9am to 6pm, Mon-Fri*
• Salary will commensurate with qualifications and experiences
• 13-month AWS / Variable bonus
• Selected candidates might be selected to pursue these specializations in future:

o Security Awareness

o Defensive Security

o Offensive Security

• Training consisting of in-house and vendor-led will be provided. Additional sponsored training available to confirmed staffs subject to performance assessment.

*You may be required to work after office hours due to the requirements of the industry sector that the Company is in.

Interested candidates, please apply via the “Apply Now” button below.

We regret that only shortlisted candidates will be notified.