Technical Support Engineer 1 - Archer

Job Description

We are dedicated to the safety of our team members, customers and candidates. Due to the current global situation you may experience a slower response time or fluctuation in our job opportunities as we adjust to the dynamic circumstances. We appreciate your patience and encourage you to Join our Talent Network for the latest RSA career opportunities.Technical Support Engineer 1 - ArcherPrimary Location: New Cairo, EgyptTo view available job opportunities please login to UKG. Once in UKG go to Myself > My Company > View Opportunities.We?ve made it easy for you to get started! Our new recruiting solution uses single sign-on, so you already have a presence (candidate record). Your presence is your chance to show your personality and skills, apply for jobs, and highlight all the qualifications that make you the perfect fit for that next big opportunity.Don?t miss out on your next great job adventure!Technical Support Engineer 1 - ArcherThe RSA? Archer? GRC Platform supports business-level management of enterprise governance, risk and compliance (GRC). The platform allows you to adapt a broad range of solutions to your requirements, build new business processes, and integrate with external systems without touching a single line of code. Archer?s flexible strategy has won over some of the most demanding Fortune 500 companies. These businesses have seized the power of the Platform to make RSA Archer solutions their own, modeling additional business processes in a fraction of the time it would take to develop traditional custom applications.RSA, is the premier provider of security, risk and compliance management solutions for business acceleration. RSA helps the worlds leading organizations solve their most complex and sensitive security challenges. These challenges include managing organizational risk, safeguarding mobile access and collaboration, proving compliance, and securing virtual and cloud environments. Combining business-critical controls in identity assurance, encryption and key management, SIEM, data loss prevention, continuous network monitoring, and fraud protection with industry leading eGRC capabilities and robust consulting services, RSA brings visibility and trust to millions of user identities, the transactions that they perform and the data that is generated.Principal Responsibilities:Reviews technical solution articles for accuracy and completeness, and give feedback to the authors.Acts as a remote customer advocate to champion specific customer needs in collaboration with field team.Understands and uses sphere of influence extending outside of the department.Participating in and leads conference calls with customers Knows their audience and articulate accordingly.Participates in eServices content creation (self-service) and maintenance such as Chat, Knowledgebase content, Support forums, etc.; regularly submits content to the knowledge databaseInterfaces directly with customers at different stages of problem resolution process including understanding issues customers are facing, communicating plans for resolution, explaining developments, and conveying resolution.Assesses when it is necessary to engage or escalate to more senior resources to resolve more complex issues.Manages own schedule of cases, which includes determining priority levels and negotiating and setting expectations with customers.As a 24X7X365 organization, shift work, holidays, weekends and on-call responsibilities may be required.Works toward becoming subject matter expert in a particular area or areas.Mentors and/or coaches less experienced TSEs, Helps develop and participate in presentations and informal training for other TSEs.Applies systems analysis techniques and procedures to determine hardware or software systems functionality.Applies technical knowledge to analyze and use highly technical troubleshooting tools and content and analytical practices; uses operational and diagnostic procedures to diagnose and resolve issues in unique and often complex customer environments.Systematically gathers relevant information and analyzes a broad range of factors while working to diagnose and resolve issues.Determines which tool(s) to use to resolve issues including running tests and be able to identify when deviation from the available troubleshooting tools and documents is appropriate.Effectively communicates procedural and technical issues to internal and external customers in a fast paced and customer critical environment.Maintains a closed-loop communication style that ensures proper and consistent documentation in service request case notes; assuring all appropriate individuals are notified of ongoing issues and problem resolution status.Contributes and develops knowledge-based articles; may perform senior or expert level tasks for assigned products and skills; prepares articles for other TSEs and/or customers regarding technical solutions.TechnicalRequirements:Good knowledge of network fundamentals, protocols and troubleshooting utilities.Knowledge of Network Security FundamentalsFamiliar with basics of information security (Encryption, certificates ... etc).SQL Database Knowledge and hands-on experienceIIS and Web Services knowledgeKnowledge of MS Active Directory and LDAP protocol.Linux administration Knowledge is a plus.Knowledge of 0API, XML & JSON is a plus.Education and Experience:Bachelors in IT, Communications or Computer Science(Technical)0-2 years of relevant experience.RSA is committed to the principle of equal employment opportunity for all employees and applicants for employment and to providing employees with a work environment free of discrimination and harassment. All qualified applicants will receive consideration for employment without regard to race, color, and any other category protected by applicable country law.If you need a reasonable accommodation during the application process, please contact the RSA Talent Acquisition Team atrsa.global.talent.acquisition@rsa-cybersecurity.com. RSA and its approved consultants will never ask you for a fee to process or consider your application for a career with RSA. RSA reserves the right to amend or withdraw any job posting at any time, including prior to the advertised closing date.Job ID:* TECHN003919 Interested InSelect a job category from the list of options. Search for a location and select one from the list of suggestions. Finally, click ?Add? to create your job alert.Technical Support, New Cairo, Cairo Governorate, Egypt

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