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Name Of the Company : Secure Islands Technologies Ltd
Company Location : Beit Dagan
Designation : Technical Support Team Leader
Country : Israel
Official Website : http://www.secureislands.com/company/careers-israel.html
1. Technical Support Team Leader :
** Secure islands is looking for Technical Support Team Lead to join our support group.
** The technical Support Team Leader is responsible for ensuring complete customer satisfaction at all times of all external worldwide and internal customers.
** Ensure a high level of technical knowledge within Customer Support team members, in order to shorten turnaround time of issues and ability of Customer Support to resolve issues independently.
** Provide hands-on support and technical issue resolution via phone, Email, remote session and On-site.
** Monitor and analyze the customer and IT support tickets by area and implement action plans and escalation procedures to address problematic areas.
** Define and implement the procedures and policies to ensure that a high quality service is delivered to customers (both internal and external) and adherence to strict SLA’s in a 24x7x365 operational support environment.
** Excellent Customer Service experience as 3rd level customer support – at least 3 years
** Experience with Windows environment (AD, Exchange…)
** Experience with Information Security (DLP, RMS, Encryption…) – Advantage
** A passion for customer service, and a willingness to stand up for the Customer within the organization
** Strong analytical skills
** Focused on the outcome for the team and the company
** Good people management skills and knowledge
** IT skills and knowledge – advantage
** Excellent oral and written English communication skills
** Ability to be on call 24×7, ability to work off routine hours on occasion
** Willingness to travel up to 30%
** A desire to become a great people manager, a passion for technology
** European passport – advantage
2.Professional Services Engineer :
The primary function of the Professional Services Engineer is to implement our solutions in our customer’s environment. The candidate must have a strong technical aptitude and an organized, process driven work ethic. He should have good communications skills and a track record for providing high customer satisfaction.
Willing to relocation to Europe
** Perform the installation and configuration of the product via remote or on-site
** Perform acceptance testing in customer site
** Development of documentation
** Consult with customers or other departments on project status, proposals and technical issues such as software system design and maintenance
** Prepare reports and correspondence concerning project specifications, activities and status
** Solving customers’ product related problems on clients’ systems remotely and on site
** Conduct troubleshooting remotely and onsite
** Escalate issues and work until resolution with Support and R&D departments.
** Provide other services such as training.
** European passport – Must
** At least 3 years of related experience (Support/Pre-sale/Professional Services/IT manager).
Hands-on knowledge in the following areas :
** Microsoft environments (AD, Exchange, Windows servers, etc.)
** Networking (TCP / IP, routing, firewalls)
** Web servers and applications
** Excellent interpersonal skills, Outstanding customer service skills
** Excellent communication skills, fluent in English – written and verbal
Application Procedure :
Suitable candidates should send CV to Jobs@secureislands.com
Contact Postal Address :
Secure Islands Technologies Ltd.