Maintenance Team Engineer (Cybersecurity)

Responsibilities Provide technical support to customers through phone, chat, email, and on-site assistance. Support customers in a 24/7 operational environment, with rotating shift arrangements as required. Diagnose technical faults, investigate incidents, and perform troubleshooting to resolve customer issues efficiently.

Explain technical concepts, issues, and solutions in clear and easy-to-understand terms for non-technical users. Gather and interpret customer requirements by asking relevant questions and understanding their technical needs and concerns. Work closely with other Technical Support team members and escalate unresolved or complex cases to the appropriate product vendors when necessary.

Follow up closely with vendors to ensure escalated cases are properly tracked and resolved. Collaborate with product vendors to identify potential product improvements and new solutions based on customer feedback, market needs, and cybersecurity industry trends. Continuously develop technical knowledge, particularly in IT infrastructure, networking, cybersecurity products, and security solutions.

Maintain accurate records of support cases, troubleshooting activities, and resolutions where required. Perform other ad-hoc duties and technical assignments as required by the organization.

Higher Nitec, Diploma, or relevant qualification in Information Technology, Computer Science, Cybersecurity, Networking, or a related discipline. Prior exposure to networking or cyberse