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Job Description & How to Apply Below
About the Role
We are looking for a talented and experienced Security Consultant who will be responsible for the proper and accurate handling of support requests of Client’s customers. The Engineer will receive requests by Email and Calls and handle those according to client’s support workflow including:
- Internal and external escalation
- Continuous communication with the customer on tickets, projects, etc.
- Working as a resident engineer at customer site when required
- Proper and accurate use of tools (Ticket System, Time Tracking) and documentation of tickets
- Follow‑up on any escalations in a timely manner
- Handling projects, POC and documentation when required
- Perform ticket checks continuously
- Apply escalation matrix activities accurately
- Keep the ticket‑system up to date on a daily basis
- Be flexible to work after office hours on critical incidents
- Co‑ordinate RMA cases
- Interact and communicate with vendor support organizations and engineers
- Keep track of client engineer activities in cases
- Interact and communicate with customers for support related issues
- Operate and support the internal IT infrastructure
- Conduct regular health checks
- Develop and document the internal IT infrastructure
- Provide 24x7 support
- Be a resident engineer on site when required by the job requirements
- Bachelor’s degree in information security or IT‑related field or equivalent experience
- Deep understanding of technical relationships in a complex environment
- An advantage to have experience and the highest certifications of the vendors Cyber Ark, Cisco ESA, F5, Symantec/Broadcom, Palo Alto, Infoblox, Proofpoint, Fortinet and IXIA solution
- Excellent and accent‑free communication skills in English (Arabic an advantage)
- Proper and structured documentation and diagramming
- Excellent organizational skills in enterprise support
- Understanding of information security concepts and related technology
- Strong background and experience in TCP/IP networking of large‑scale organizations
- Flexible work approach, based on the job requirements
- Being able to identify new work areas and set new goals for themselves
- Excellent communication and training skills
- Outstanding customer handling, friendly and goal oriented
- Ability to communicate/translate to customer level
- Health insurance with a leading global provider for medical insurance
- Career progression and growth through challenging projects and work
- Employee engagement and wellness campaigns throughout the year
- Excellent learning and development opportunities
- Inclusive and diverse working environment
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