Global Service Desk Engineer
Trend Micro
6h 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.

What you'll do

  • Provide first-line support via different channels such as phone, chat and / or email
  • Provide remote support for client technologies including, but not limited to the following : Desktop Clients Windows / Mac OS, Microsoft applications, Business applications (Adobe, Salesforce, Zoom, etc.)
  • Learn and execute playbooks as well as established operating procedures to complete service requests within SLO
  • Meet business objectives and team targets defined by SLA and performance scorecard
  • Handle escalation and coordination process to other service teams as necessary
  • Identify technical / process opportunities to eliminate toil through automation and optimization
  • Proactively contribute to the enrichment of both internal and external knowledge base content
  • Create communication materials for newsletters to drive user awareness
  • Drive positive user experience by providing a great customer experience
  • Initiate and / or work on projects as assigned
  • What you need

  • Preferably with at least two years of experience working in IT or a Technical Support-related field.
  • Knowledgeable and with hands-on experience in supporting the following key technologies : Microsoft Office Applications, Active Directory, Microsoft Exchange, Microsoft WSUS / SCCM, Microsoft Office 365, Microsoft SharePoint, Microsoft OneDrive, Microsoft MS TeamsMicrosoft Windows ServerWindows 10 Enterprise, Mac, IOS, and Android
  • Good exposure and awareness in foundational concepts for VPN, DNS, SSL and SMTP
  • Self-motivated, well organized, and has great customer service mindset / skills.
  • Excellent oral and written English communication skills.
  • Has the ability to adapt to fast paced / changing environment.
  • Possesses a strong sense of urgency and accountability.
  • Passionate to learn new technologies and ways of doing things.
  • A team player who is able to do cross-team collaboration and communication.
  • What will help

  • Solution integration, tools development and programming (PHP, Python, PowerShell)
  • Procurement and Vendor Management
  • Familiarity with Project Management concept and execution
  • Be a Trender.

    Be #EngineeredToDoGood.

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