Technical Support Engineer

Westcon-Comstor is a global leader in technology distribution. With a presence in over 70 countries, we collaborate with industry-leading vendors and resellers to drive innovation and deliver exceptional technology solutions across the globe.

As we expand our footprint in India, we're looking for an experienced Technical Support Engineer to be based in our office located in Pune.

Responsibilities:
* Support post-sales request from Westcon's Asia Pacific customers.
* Perform testing and reproduction as required to isolate, identify, and resolve customer's issue.
* Manage technical escalation to principal vendor.
* Manage customer escalation and expectation.
* Keep assigned cases properly documented and up to date.
* Keep up to date with the latest technology, product, and technical knowledge.
* Being the subject-Matter-Expert (SME) for assigned products.
* Share knowledge, ideas, and experience with the team and contribute to the knowledge base.
* Follow assigned shift and carry out standby duty as scheduled.
* Perform any other duties as assigned accordingly by the superior.

Requirements:
* Bachelor's degree in computer science, cyber security or related discipline or equivalent work experience.
* At least 4 years working experience in cyber security related field.
* Experience in managing and supporting Symantec Endpoint, Information, and Network Security products.
* Obtained cyber security industry and vendor certifications preferred.
* Experience in Technical Assistance Center (TAC) case support is an added advantage.
* Confident, articulative, and professional in verbal and written skills.
* Positive, communicative, and customer-oriented attitude.
* Exhibit strong customer-facing skills while under pressure with the ability to react, adapt, and respond professionally to complex and emotional situations.
* Adhere to case management best practices and look for new ways to improve the quality and integrity of case data/documentation.
* Strong organizational and time management skills.
* Quick learner