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 Qualifications / 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.
Must have the flexibility to work extended hours, during public holidays, and weekend as

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