Technical Support Apprentice

Job Description

Job Title: Technical Support Apprentice About Trellix: Trellix, the trusted CISO ally, is redefining the future of cybersecurity and soulful work. Our comprehensive, GenAI-powered platform helps organizations confronted by today’s most advanced threats gain confidence in the protection and resilience of their operations. Along with an extensive partner ecosystem, we accelerate technology innovation through artificial intelligence, automation, and analytics to empower over 53,000 customers with responsibly architected security solutions. 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 https://www.trellix.com/. 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. Show more Show less