Professional Services Engineer

delivers Kaspersky professional services to our corporate customers in the META region The professional services include but are not limited to the Deployment amp Configuration of Kaspersky products Upgrade amp Maintenance Health Checks amp knowledge transfer PSEs are technical engineers who play an instrumental role in developing and maintaining a strong customer relationship to ensure quality while working with cross-functional teams to escalation and resolve challenging issues Professional Services Engineer regularly deep dives into technical issues manages crisis response and leads incident prevention and or resolution efforts PSE makes decisions that directly affect the customer s business and in turn reflect on the Kaspersky brand reputation and the customer s decision to renew the software and premium support contract

• Performs deployments amp configuration of both complex and simple Kaspersky solutions and integrates them into customer s existing production environment
• Performs health checks configurations and optimization projects for existing customers
• This may also include assisting our partner support organizations
• Document all aspects of the service engagement including technical notes time spent on projects and the project status via company systems
• Communicate challenges to senior management that we may seek for a swift resolution through additional Kaspersky resources
• Reporting of project status to customers and management
• Keep updating and maintaining our technical documents such as SOWs project plans health check templates technical design Visios and As-builts documents
• Develop new documents whenever required
• Participate in solution design preparation for new or existing customers
• Maintain close collaboration with colleagues from Sales and Pre-sales teams
• Develop strong customer relationships to promote deeper sales and services team involvement
• Taking initiative on technical skills self-learning and development towards obtaining Kaspersky Certifications
• Apply system analysis techniques and procedures consult with end-users to diagnose product and system issues and determine appropriate system configurations and specifications to optimize usage of Kaspersky products
• Manage escape and drive satisfactory resolution of customers technical support issues based on Kaspersky products and technologies
• Drive issue resolution using established processes and procedures in coordination with supporting resources to ensure a timely solution
• Create and develop innovative strategies to resolve customer issues using sound decision- making and critical thinking skills
• Leverage appropriate resources based on the severity level and security risk to the customer s environment
• Analyze customer business requirements to create recommendations for hardware specifications as well as software settings in regard to Kaspersky applications

• 5 years of experience as an Engineer or System Administrator

• Professional-level phone communication skills
• Verbal and written communication skills must be at the professional level
• Demonstrate a high level of customer service professionalism
• Advanced-level interpersonal and negotiation skills
• Excellent English
• Specific language capabilities knowledge of Russian and or Arabic is an advantage

• Basic knowledge in MS Share Point
• Intermediate knowledge in MS SQL and MS Exchange Web Email and Messaging Systems Cloud Technologies and Office 365 Dockers and containers technology Testing for beta versions Embedded systems and sand box technologies Kaspersky Troubleshooting Following Kaspersky solutions Endpoint Security for Windows Endpoint Detection amp Response…