Technical Support Engineer Level 1 At RSA
Primary Location: Cairo,
What you’ll achieve
As a Technical Support Engineer 1, you will be responsible for reviewing the technical solution articles for accuracy and completeness, and give feedback to the authors, as well as participating in e-Services content creation (self-service) and maintenance such as Chat, Knowledgebase content, Support forums, etc.; regularly submit content to the knowledge database with a direct Interface with customers at different stages of problem resolution process knowing that shift work, holidays, weekends and on-call responsibilities may be required (The team is supporting US hours + On call during the weekend (Saturday & Sunday) on rotational basis).
You will:
Reviews technical solution articles for accuracy and completeness, and give feedback to the authors.
Participating in and leads conference calls with customers Knows their audience and articulate accordingly.
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.
Assesses when it is necessary to engage or escalate to more senior resources to resolve more complex issues.
Essential Requirements
Bachelors in Engineering (Communications/Networks or Computer Science)
0 to 2 years of relevant experience.
Ability to work in EMEA & U.S Shift
Knowledge of Networking, Architecture & Administration.•
Basic knowledge of security fundamentals.
Desirable Requirements:
Basic Linux knowledge
Basic Security and Network knowledge