Rsa - Technical Support Engineer 2

3 weeks ago

مصر, Egypt RSA Full time

**RSA - Technical Support Engineer 2**

RSA provides trusted identity and access management for 12,000 organizations around the world, managing 25 million enterprise identities and providing secure, convenient access to millions of users. RSA specializes in empowering security-first organizations in financial services, healthcare, energy, technology services, and other industries to thrive in a digital world, delivering complete capabilities for modern authentication, access, lifecycle management, and identity governance. Whether in the cloud or on-premises, RSA connects people with the digital resources they depend on everywhere they live, work, and play.

**Principal responsibilities and Duties**:

- Acts as a remote customer advocate to champion specific customer needs in collaboration with field team
- Interfaces directly with customers at different stages of problem resolution process including understanding issues customers are facing, communicating plans for resolution, explaining developments, and conveying resolution
- Participating in and leads conference calls with customers Knows their audience and articulate accordingly
- Participates in eServices content creation (self-service) and maintenance such as Knowledgebase content, Support forums, etc.; regularly submits content to the knowledge database
- Validates technical information and issues early warning and disseminates information as needed
- Assesses when it is necessary to engage or escalate to more senior resources to resolve more complex issues
- Manages own schedule of cases, which includes determining priority levels and negotiating and setting expectations with customers
- As a 24x7x365 organization, shift work, holidays, weekends and on-call responsibilities may be required
- Applies systems analysis techniques and procedures to determine hardware or software systems functionality
- Contributes and develops knowledge-based articles; may perform senior or expert level tasks for assigned products and skills; prepares articles for other TSEs and/or customers regarding technical solutions
- Mentors and/or coaches less experienced TSEs, Helps develop and participate in presentations and informal training for other TSEs
- Responsible for sharing all acquired knowledge concerning problem resolutions; leads efforts in facilitating problem re-creation and failure analysis systems level issues
- Contributes to centralized problem identification and resolution databases; may have senior level tasks similar to Engineering for assigned product and skills

**Required Skills**:

- Non-Technical Skills
- 2+ years of relevant experience
- Excellent customer communication and handling skills
- Excellent interpersonal skills
- Excellent problem solving & logical thinking
- Ability to work under pressure
- Ability to work within a Team
- Flexibility in handling business needs
- Self-motivated and self-learner
- Ability to work on rotational shift basis

**Technical Skills**:

- Excellent knowledge of information and network security fundamentals.
- SQL Language knowledge
- Active Directory Administration Fundamentals
- One or more of the below skills is a huge plus:

- Microsoft Internet Information Services (IIS) troubleshooting and/or administration
- API or SDK troubleshooting and/or administration
- Storage Technologies troubleshooting and/or administration
- Hardware troubleshooting and/or administration
- CISSP, CEH, OSSP or similar security certification is a plus

**Education Required**:

- Bachelors in IT, Communications or Computer Science
- RSA is committed to the principle of equal employment opportunity for all employees and applicants for employment and to providing employees with a work environment free of discrimination and harassment. All qualified applicants will receive consideration for employment without regard to race, color, and any other category protected by applicable country law._

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