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CUSTOMER SERVICE ENGINEER

Keywords / Skills : ISC2 SCSP/CISSP, ISACA CISA/CISM or CompTIA Security+/CASP

4 - 10 years
Posted: 2019-08-30

Nationality
Philippines
Industry
IT/Computers - Software
Function
IT
Role
Software Engineer/Programmer
Education
Bachelors
Degree
Posted On
30th Aug 2019
Job Description
 Provide technical support to 24x7 Enterprise Accounts via phone, e-mail, and other electronic medium 
 Manage the customer expectations when they call the 24x7 hotline and coordinate with different operational teams on complex issues, or according to the process 
 Focal point for Crisis Management and is responsible for monitoring, coordinating, responding, and acting decisively during events such as major critical incidents, threat alerts, vulnerabilities and others. Must have the ability to provide accurate initial information in time-sensitive situations. 
 Work in a fast-paced, high-pressure environment under minimum supervision, correctly diagnose a customer’s issue and analyze its severity and urgency and act accordingly based on the business impact
 Perform as the primary interface on internal escalation for different global support teams 
 Strong collaboration and coordination with the different global support functions and teams 
 Continuously improve and upgrade technical and professional skills through training, self-study, and certifications 
 Meet business objectives and team targets defined by management
DESIRED EXPERIENCE AND SKILLS
 At least four (4)-year Bachelor of Science degree 
 Two (2) years background in the Information Technology or Information Security field covering:
  Operating systems, application services, database systems, networking services, network devices and TCP/IP 
 Technical security controls and countermeasures such as antivirus, firewalls, intrusion detection/prevention, content filters 
 Verbal and written English language proficiency 
 Professional certification or equivalent experience 
 Platforms such as Microsoft Windows, Red Hat Enterprise Linux or VMware Certified Professional 
 Networking such as Cisco CCNA 
 Information security such as ISC2 SCSP/CISSP, ISACA CISA/CISM or CompTIA Security+/CASP
 Information technology infrastructure such as ITIL Foundation 
 Cloud services such as Amazon AWS Certified Solutions Architect 
 Relevant line experiences 
 Customer engagement through first or second level local or global technical support and service delivery 
 Information Technology or Information Security operations


About Company

Quess, India’s leading business services provider was established in 2007. Headquartered in Bengaluru, the company serves over 1300+ customers across 8 countries. Its presence pans across 4 segments namely, Global Technology Solutions, People & Services, Integrated Facilities Management and Industrial.

Asset Management.
Quess is committed to providing a world-class customer experience while continuously working towards creating better lives. With revenues of about Rs. 34,424 million [For year ended 31st March 2016], Quess Corp is a step-down subsidiary of USD 42+ billion (as of 30th Sept 2015), multinational, Fairfax Financial Holdings Group; held through its Indian listed subsidiary, Thomas Cook India Limited.

Snapshots:
Offering services across 4 verticals
• Global Technology Solutions
• People Services & Logistics
• Integrated Facilities Management
• Industrial Asset Management
• 7 ISO certified lines of businesses
• Pan India Presence of 47 offices across 26 cities
• Operating in 8 countries: USA, Canada, Srilanka, UAE, India, Malaysia, Philippines and Singapore
• Powered by more than 1,27,000 employees servicing 1300+ clients
• 9 successful acquisitions in the last 8 years

Subsidiaries :
• MFX (www.mfxservices.com)
• Brainhunter (www.brainhunter.ca)
• Co-Achieve India (www.coachieveindia.com)
• Aravon (www.aravon.com) Divisions
• Magna (www.magna.in)
• Hofincons (www.hofincons.com)
• IKYA Human Capital Solutions (www.ikyaglobal.com)
• IKYA Search Partners (ikyasearchpartners.com)
• Dependo Logistics (www.dependo.com)
• Inedge Retail (www.inedgeretail.com)
• Avon Facility Management Services (www.avonfms.com)
• Excelus Learning Solutions (www.exceluslearning.com)
• Maxeed Managed Services (www.maxeed.com)
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