Security Support Engineer

Company Description:

Trie Group is a reputable cybersecurity solutions provider dedicated to delivering cutting-edge security services to businesses worldwide. With a focus on innovation and customer satisfaction, we strive to empower organizations with robust cybersecurity solutions to safeguard their digital assets effectively.

Job Description:

• Provide technical support and troubleshooting services for customers, onsite or remotely via various form of interaction (Email,, Phone, Webex etc).

• Implement operation and maintenance solutions in-time and effectively to fulfil customers' requirements.

• Constructs and maintains an up-to-date problem database to ensure accurate and sufficient information for maintenance and troubleshooting.

• Work closely with customer for issue resolutions, monitoring of corporate IT infrastructure.

• Assist in initiatives/projects to drive technology improvement and customer satisfaction.

• Tracking and managing work records.

• Implementation and installation of cyber security solution if needed

Job Duties & Responsibilities:

• Provide first- and second-level support for software, hardware, and network-related issues via phone, email, or ticketing systems.
• Diagnose and troubleshoot technical issues, including account setup and network configuration.
• Escalate unresolved issues to appropriate internal teams (e.g., developers, system administrators).
• Document technical knowledge in the form of knowledge base articles and support documentation.
• Maintain service level agreements (SLAs) and ensure high levels of customer satisfaction.
• Perform system updates, patches, and configuration changes as needed.
• Provide training and technical support to users as required.
Participate in on-call rotations and after-hours support if necessary

Qualifications:

• Diploma in Computer Science, Information Technology, Cybersecurity, or related field.
• Knowledge of cybersecurity principles, concepts, and best practices
• Strong analytical and problem-solving skills
• Excellent communication and interpersonal skills, with the ability to effectively communicate technical concepts to non-technical stakeholders.
• Ability to work independently and collaboratively in a team environment.
• Proven work experience as a technical support engineer.
• Familiarity with Privilege Access Management (PAM) solutions and Vulnerability Management security solutions s plus.
• Experience with cybersecurity implementation projects is a plus.
• Certifications such as CompTIA Security+, Certified Information Systems Security Professional (CISSP), or relevant vendor certifications are a plus.