Technical Support Representative - Makati

Our client is headquartered in the US, with offices in Europe and Asia Pacific. Their broad portfolio of products deliver both hardware and software data protection for corporate networks. Currently undergoing rapid growth they require multiple technical service representatives with experience in complex IT networking solutions to work day shift hours serving the Asia-Pacific market. Kiss graveyard shifts goodbye, have exposure to overseas training opportunities and join this award-wining company.

Dayshift Schedule!
Weekends off!
Option to travel abroad (U.S)

Responsibilities:

Responsible for providing superior customer service and communication to all customers.
Receive inbound support phone calls, validate entitlement for support and create and process the case as appropriate for the customer level.
Troubleshoot complicated hardware and software issues.
Perform network analysis and troubleshooting in a live production environment.
Validate customer reported issues and resolve in a professional manner.
Provide appropriate solution or workaround based on analysis of customer reported issue.
On more complex issues that require in-depth research, TSRs are responsible for coordinating testing with Support Engineering, or as workload permits, conducting such testing on their own.
Follow established department protocols for escalation of issues that, for technical or customer management reasons, cannot be resolved within the confines of standard Support guidelines or resources.
Assist other TSRs with questions and training as required.
Participate in cross-functional meetings as assigned
Provide pre-sales support as assigned

Requirements:


Technical Skills:
Administrator level understanding of TCP/IP networking, Windows platforms and PC hardware architecture along with a basic understanding of Windows servers.
Excellent knowledge of well-known ports and protocols and the OSI model.
Strong understanding of WAN protocols such as PPP (including PPPoE), DHCP and routing protocols to include static, RIP, RIPv2, OSPF and BGP.
Strong knowledge of VPN protocols such as the IPSec suite, Microsoft's PPTP and SSL.
Strong knowledge of network security concepts to include firewalling, anti-virus, anti-spam, IDS/IPS, and URL blacklisting.
Strong knowledge of packet captures and a clear understanding of how to interpret the data.
Strong understanding of Active Directory and LDAP.
Working knowledge of Unix/Linux platforms, scripting and SQL programs
Qualifications:
High School Diploma or equivalent required
Bachelor’s degree in IT Infrastructure or Computer Science preferred
Technical degree or equivalent professional certifications required though actual working experience may override this requirement.
2-3 years previous technical support/IT help desk experience
Excellent written, verbal and organizational skills.
Candidate must speak and write English fluently
Excellent decision making and problem solving capability as well as efficient at multi-tasking in a fast paced, constantly evolving environment.
Must have a passion for the security/networking industry and related technologies.