When you join Trend, you become part of a unique and diverse global family and you get to work towards a world safe for exchanging digital information.

Requirements:

Education, Experiences & Skills Desired (but not limited to):

• Bachelor degree, master\xe2\x80\x99s degree preferred
• 5+ years support services experience, with specific focus in IT security
• Business development, customer relationship management and problem resolution experience
• Demonstrated expertise in Account Management, Service Management and/or Consulting with an ability to interface with a broad and diverse set of clients an advantage
• Experience serving as a customer advocate \xe2\x80\x93 able to understand and articulate the needs of the client and deliver on those needs
• Service DNA \xe2\x80\x93 understanding customer service excellence inside-out and identifying areas for improvement on a daily basis
• Operational excellence qualification (ITIL) or experience
• Adaptability - maintain performance under pressure to ensure effective decision making in a fast paced environment
• Analytical Ability \xe2\x80\x93 effectiveness in analyzing situations and identifying key issues
• Planning and execution \xe2\x80\x93 defining and measuring business goals, monitoring progress, taking action when necessary to rectify situations and meet deadlines
• Teamwork - ability to facilitate and harness cross-team collaboration working with teams in person and virtually
• Proactive \xe2\x80\x93 taking responsibility for making things happen
• Excellent communication and negotiation skills at all levels, from front line engineers to executive level
• The ability to translate engineering deliverables into executive communication and lead situations when they go off track
• Familiarity with Trend Micro products preferred

• Must be able to speak Arabic fluently

Technical Requirements:

• 5+ years handling technical escalations and/or technical account / client / customer management working experience is a plus
• More than 3 years of complex troubleshooting and management experience in a multi-protocol (TCP/IP) routed network environment including LANs/WANs, Active Directory, Network architecture, TCP/IP, SMTP, HTTP, FTTP, IIS and firewalls. IDS/IPS, Data center, Storage, Systems Security, Network Security
• More than 3 years knowledge in Microsoft and/or UNIX Operating Systems

Core Skills

• Solid multi-tasking and problem resolution abilities
• Demonstrated expertise in handling technical escalations and/or Consulting, with an ability to interface with a broad and diverse set of clients
• Ability to effectively and efficiently instruct and guide customers onsite, online and via telephone is essential

We embrace change, empower people, and encourage innovation. Join Trend Micro and Thrive with us.

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