Technical Support Apprentice

Job Description:

Technical Support Apprentice

We also recognize the importance of closing the 4-million-person cybersecurity talent gap. We aim to create a home for anyone seeking a meaningful future in cybersecurity and look for candidates across industries to join us in soulful work. More at.

Role Overview:

• Apprentice provides end-to-end technical support for Trellix customers and is responsible for providing technical service of fault recording,
• diagnosis, problem solving, and resolution delivery for Trellix customer base. Apprentice will rely on their extensive experience and product
• knowledge, as well as a clear focus on customer service to drive customer success.

Key Responsibilities:

• Act as the first point of contact for corporate/enterprise customers of Trellix.
• Handle real-time voice calls and portal cases and respond in a timely manner.
• Work in a team with assorted expertise.
• Update customers on progress of their cases on a regular-basis.
• Leverage team members expertise to deliver resolutions to customers in a timely manner
• Maintain a friendly, open, approachable, positive attitude.
• Willingness to work in 24x7 rotational shifts (including night shifts) is a must.

Technical Skills:

• Basic understanding of Microsoft Windows technology with some exposure to Server
• operating systems.
• Basic networking knowledge.
• Beginner level knowledge on Linux is preferred.
• Knowledge of computer security procedures and protocol.
• Exposure to security concepts is an advantage.
• Communication Skills
• Excellent verbal & written communication skills is a MUST.
• Be able to effectively communication with global customers over phone & email.