Global Service Desk Engineer
Trend Micro
Manila
6d ago

As the number of cyberattacks and digital threats continue to grow, our world needs more passionate and innovative individuals who seek to be trailblazers in and shapers of the rapidly evolving cybersecurity landscape.

At Trend Micro, we offer tremendous opportunities that will challenge and equip you to become engineered to do good in whatever path you take.

By choosing to be an agent of change, you will be part of an impactful mission that aims to make the world safe for exchanging digital information.

DUTIES AND RESPONSIBILITIES

Provides first-line support via different channels such as phone, chat and / or email

Provides remote support for client technologies including, but not limited to the following : o Desktop Clients Windows / Mac OS o Microsoft applications o Business applications (Adobe, Salesforce, Zoom, etc.)

Learns and executes playbooks as well as established operating procedures to complete service requests within SLO

Meets business objectives and team targets defined by SLA and performance scorecard

Handles escalation and coordination process to other service teams as necessary

Identifies technical / process opportunities to eliminate toil through automation and optimization

Proactively contributes to the enrichment of both internal and external knowledge base content

Creates communication materials for newsletters to drive user awareness

Drives positive user experience by providing a great customer experience

Initiates and / or works on projects as assigned

Be a Trender.

Be #EngineeredToDoGood.

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