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RSA Technical Support Engineer II

Primary Location: Cairo,
Additional Location(s): Cairo, Egypt

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Job Posting

RSA Technical Support Engineer II

Cairo, Egypt

Principal Duties and Responsibilities:

• Resolve customer-reported issues while working closely with other cross functional teams

• 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.

• Acts as a remote customer advocate to champion specific customer needs in collaboration with field team.

• Participates in eServices content creation (self-service) and maintenance such as Chat, Knowledge base content, Support forums, etc.

• Manages own schedule of cases, which includes determining priority levels and negotiating and setting expectations with customers .

• Assesses when it is necessary to engage or escalate to more senior resources to resolve more complex issues.

• Document relevant information and ensure that the customer is communicated with in a timely manner regarding the overall progress of their issue.

• Drive operational excellence through quality closures and proper escalation of issues

Required Experience and Skills:

Bachelors in IT, Communications or Computer Science.

2+ years of relevant experience.

Excellent Communication Skills.

Fluent in English, and a third language is a plus.

Strong problem-solving and trouble-shooting skills using operational and diagnostic procedures

Two or more of the below skills are highly required:

- knowledge of network fundamentals, protocols and troubleshooting utilities.

- Knowledge of Network Security Fundamentals.

- knowledge of Linux based servers, network protocols and web-based applications.
- SQL Query Language.

- Virtualization.

- Storage.

- Active Directory and IIS.
- CISSP, CEH, OSSP or similar security certification is a plus.

Job ID: R066755
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