RSA, a leading name in the cybersecurity industry, is currently seeking qualified candidates for the position of RSA – Technical Support Engineer 1. This role is tailored for individuals with a Bachelor’s degree in IT, Communications, or Computer Science, underscoring RSA’s commitment to attracting talent with a strong educational foundation. The company is open to candidates with varying levels of experience, welcoming both entry-level professionals and those with up to three years of experience. The job location for this role is in the bustling city of Bengaluru, a hub of technological innovation. As a Technical Support Engineer 1 at RSA, successful candidates will play a pivotal role in providing technical assistance and support to customers, contributing to the company’s mission of safeguarding digital environments.
Company Name: RSA
Job Role: RSA – Technical Support Engineer 1
Education Required: Bachelors in IT, Communications or Computer Science
Experience Required: 0 to 3 years
Job Location: Bengaluru
Role and Responsibilities:
- Acts as a remote customer advocate to champion specific customer needs in collaboration with field team.
- Interfaces 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.
- 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 Knowledgebase content, Support forums, etc.; regularly submits content to the knowledge database.
- Validates technical information and issues early warning and disseminates information as needed.
- 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.
- Applies systems analysis techniques and procedures to determine hardware or software systems functionality.
- 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.
Required Skills and Qualification:
Non-Technical Skills:
- 0 to 3 years of relevant experience.
- Excellent customer communication and handling skills.
- Excellent interpersonal skills.
- Excellent problem solving & logical thinking.
- Ability to work under pressure.
- Ability to work within a Team.
- Flexibility in handling business needs.
- Self-motivated and self-learner.
- Ability to work on rotational shift basis.
Technical Skills:
- Basic knowledge of security fundamentals.
- Basic knowledge of Linux based servers, network protocols and web-based.
- applications (Hands on Experience is a plus).
- Basic Database SQL knowledge.
- API knowledge is a plus.
Education Required:
- Bachelors in IT, Communications or Computer Science.
- Experience Required.
- 0 to 3 years of relevant experience.
