Senior Security Engineer

Day Shift
BGC Taguig

The role of an Senior Security Engineer, is to contribute to a collaborative team environment with a focus on inbound / outbound issues of Subnet’s client base providing timely and precise technical services. In addition to break-fix, the role demands the ability to deliver on complex infrastructure across a broad knowledge in various areas of IT, particularly focused on our core offerings of Networking, Wireless, and Firewalls. This position will be working within the Services Team to provide excellent customer service in a variety of IT requirements, from level 2 support through to level 4 consulting. This position has a requirement to work closely with our clients, collaborating with them to overcome issues both on and offsite.


Primary Job Functions

Technical Support & Client Communication

  • Troubleshoot and problem-solve Level 2, and Level 3 technical faults to identify and diagnose issues logically by either telephone, email, chat, script, remote login or onsite.
  • Ticket triage according to the ITIL® Framework.
  • Proactively seek opportunities with Subnet client base, both internal and external.
  • Proven ongoing writing and communication skills which meet business standards.
  • Ensure deliverables and provide technical services within build and implementation projects.
  • Act as an escalation point within the services team.
  • Provide an excellent level of customer service to our internal and external customers by providing the appropriate support response, friendly communication and technical knowledge.
  • Participate in the implementation, administration, configuration, documentation, support and enhancement of client infrastructure environment.
  • Maintain the SLA’s to meet project and ticket deadlines, escalating to other team members as necessary.
  • Maintain communication with your team leader, effectively communicating any issues or problems that require assistance.
  • Take responsibility for and collaborating with your team leader on required outcomes for learning and development, from knowledge of skills frameworks and organisational needs.
  • Communicates fluently orally and in writing and can present technical information to both technical and non-technical audiences.
  • Managing and supporting customer requests in a timely manner whilst maintaining and exceeding Subnet’s SLA’s and key performance indicators.
  • Take responsibility and accountability for your professional development path, working with Team Leaders and the Services Manager to grow and maintain your skillset.
  • Documentation is kept up to date. This includes IT Glue, Knowledge Base, Procedures and Ticket Notes.
  • Adherence to process across all business units working closely with sales, finance & admin and services teams.
  • Submit timesheets on a daily basis and no later than the morning of the following day.
  • The employee will work to achieve and exceed KPI’s.
  • Maintain communication with your team leader, effectively communicating any issues or problems that require assistance.
  • Take responsibility for and collaborating with your team leader on required outcomes for learning and development, from knowledge of skills frameworks and organisational needs.
  • Communicates fluently orally and in writing and can present technical information to both technical and non-technical audiences.
  • Managing and supporting customer requests in a timely manner whilst maintaining and exceeding Subnet’s SLA’s and key performance indicators.
  • Take responsibility and accountability for your professional development path, working with Team Leaders and the Services Manager to grow and maintain your skillset.
  • Documentation is kept up to date. This includes IT Glue, Knowledge Base, Procedures and Ticket Notes.
  • Adherence to process across all business units working closely with sales, finance & admin and services teams.
  • Submit timesheets on a daily basis and no later than the morning of the following day.
  • The employee will work to achieve and exceed KPI’s.

Required Skills

  • Adhere to applicable standards, methods, tools and applications.
  • Demonstrate an analytical and systematic approach to problem-solving.
  • Communicate fluently orally, in writing and can present technical information to both technical and non-technical audiences.
  • Proven ongoing writing and communication skills which meet business standards.
  • High attention to detail with strong interpersonal and listening abilities
  • Previous experience with a services integrator, in a Systems Support role or similar position with demonstrated experience fielding Level 1, Level 2 and 3 support calls from customers in proactive and reactive environments.
  • Strong ability to quickly identify and diagnose issues logically in a short time frame with excellent problem solving and technical troubleshooting skills.
  • Superior interpersonal skills.
  • Exceptional client management skills and professionally presented.
  • A passion for client satisfaction with an energetic and flexible approach to work.
  • Positive attitude and a willingness to develop your technical skills to progress your professional career.
  • Relevant Tertiary qualifications are desirable for this position.
  • Experience working with either Cisco Networking, Cisco Security, Cisco Telephony, Fortinet, Checkpoint.

Technical Skills

Vendor Professional / Expert Certification in one or more industry standard fields of expertise with Cisco Networking. (e.g. Cisco CCNP (Networking), Cisco CCNP (Security), Cisco CCNP (Telephony), Fortinet NSE4, etc.) is required.
Location



Job Features

Job CategoryInformation Security

WHY WORK FOR US?

* FREE Daily Meals
* Regularization and Annual Appraisal
* HMO Coverage + 1 Dependent FOR FREE
* Paid Time Offs
* Competitive Salary Packages
* Work-Life Balance
* Friendly and Supportive TGT Team

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