Professional Services Engineer

Responsibilities

• Performs deployments & 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, escalate, 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.
• Deliver Kaspersky professional services with high–level customer satisfaction both onsite and remotely depending on the agreement with a customer.
• Create and facilitate communication between customers, product experts, and development team sat Kaspersky to manage escalations requiring fixes or feature requests.
• Help design and develop product documentation and provide product feature requests, including product operation and design/functionality suggestions to product managers from customers and users.
• Work with clients to determine their needs and requirements for information technology business needs and problems.
• Recommend type and duration of the services that best meet the customer’s needs, design the scope of the services engagement.
• Contribute to the development of PS strategies, plans, and advice on the use of technology in current and planned PS strategies.
• Plan, develop, and test technical solutions and architectures that meet the client's needs.
• Deliver knowledge transfer for the implemented technology.
• Delivers consultative-based knowledge transfer and documentation to Kaspersky clients.

• 5+ years of experience as an Engineer or System Administrator

Note:

The original contains an onboarding certification requirement.

• 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
• 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
• Following Kaspersky solutions:
  Endpoint Security for Windows, Endpoint Detection & Response Optimum and Security for Windows Servers
• Microsoft OS (Server 2008+and Windows 7+) at a system administration level.
• Corporate networking infrastructures, including DNS, SIEM,…