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Advisor, Technical Enterprise services (SecurID RSA)

Cairo, Egypt

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Job ID R15399 Date posted Feb. 21, 2019
  •  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
  • As a 24X7X365 organization, shift work, holidays, weekends and on-call responsibilities may be required
  • 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 solution

Additional Job Description

  • Ability to work in a high-pressure environment.
  • Customer Service skill.
  • Troubleshooting skills.
  • Interpersonal skills.
  • Presentation skills.
  • One or more of the below skills are highly required:
  • Excellent knowledge of security fundamentals.
  • Working knowledge of Linux based servers, network protocols and web-based applications.
  • 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.

 Education Required

  • Bachelors in IT, Communications or Computer Science(Technical)
  • Experience Required:  4-6 years relevant experience
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