Technical Engineer (Security - Customer Care)

Technical Engineer (Security – Customer Care)
IT Solutions Provider

About the role

We are looking for a Technical Engineer (Security – Customer Care) to provide technical support, maintenance and operational assistance for enterprise cybersecurity infrastructure. The role involves preventive maintenance, on-site and remote technical support, troubleshooting, project assistance, testing and commissioning, while ensuring all activities are completed according to technical standards, customer requirements and internal processes.

The Technical Engineer will work closely with customers, technical teams, project teams and other stakeholders to ensure security infrastructure remains operational, secure and properly maintained.

What You'll Be Doing

Provide technical support and maintenance for enterprise security infrastructure including:

• Network security infrastructure
• Firewall and security appliances
• Endpoint security solutions
• Security monitoring and protection platforms
• Security-related hardware and systems

Plan and execute preventive maintenance activities by:

• Coordinating maintenance schedules with customers
• Conducting remote and on-site preventive maintenance
• Checking security hardware and infrastructure integrity
• Identifying potential technical and security issues
• Ensuring security systems remain operational and reliable

Provide on-site and remote technical support to customers, including:

• Security troubleshooting
• Technical issue diagnosis
• Security configuration support
• Hardware and connectivity troubleshooting
• Technical remediation and issue resolution
• Customer technical assistance

Support security project implementation and complex installations involving:

• Multiple security products and technologies
• Network security infrastructure
• Security appliances and platforms
• Endpoint security solutions
• Customer-specific security environments

Conduct testing and commissioning activities including:

• Security system testing
• Configuration verification
• Connectivity and functionality testing
• Customer acceptance testing
• Commissioning and handover support

Manage and document technical security issues throughout project implementation by:

• Recording implementation issues
• Updating technical documentation
• Identifying root causes and corrective actions
• Maintaining lessons learned
• Providing recommendations for future improvements

Maintain accurate technical and service documentation including:

• Preventive maintenance reports
• Incident reports
• Security-related technical reports
• Project implementation documentation
• Field Service Management System (FSMS) updates
• Ensure all technical activities comply with relevant security standards, customer requirements, internal processes and company policies
• Conduct knowledge-sharing sessions within the technical team to promote continuous learning and improve security capabilities
• Maintain accurate timesheets and update work activities in the company Intranet system for proper tracking of work hours and project allocation
• Participate in the department standby rotation and provide on-call technical support when required
• Maintain confidentiality when handling sensitive security information, customer data and security-related technical documentation

Strong understanding of:

• Cybersecurity fundamentals
• Network security concepts
• Security configuration and troubleshooting
• Network packet analysis
• Security infrastructure
• Security monitoring and protection
• Technical troubleshooting and incident resolution

Knowledge of security technologies and platforms including:

• Firewall and network security
• Endpoint security
• Security appliances
• Security monitoring solutions
• Network and system security components

Exposure to security platforms such as:

• Cisco
• Fortinet
• Palo Alto Networks
• CrowdStrike
• SentinelOne
• Other equivalent cybersecurity platforms

Strong ability to:

• Troubleshoot security-related technical issues
• Analyze network and security problems
• Configure and support security infrastructure
• Perform on-site and remote technical support
• Explain security concepts to non-technical users
• Communicate technical solutions and remedial action plans
• Prepare technical reports and documentation
• Adapt to new security technologies and tools
• Respond effectively to emerging security threats

Good command of both spoken and written English

Strong customer service and communication skills

Able to explain technical security concepts clearly to customers and internal stakeholders

Self-motivated, adaptable and able to work independently with minimal supervision

Able to handle confidential and sensitive security information responsibly

Willing to travel to customer sites and participate in standby/on-call rotations when required

What We're Looking For

Diploma / Degree in:

• Cybersecurity
• Information Technology
• Computer Science
• Security
• Computer Engineering
• Telecommunication Engineering
• Engineering or equivalent

Minimum 1 year of experience in:

• Cybersecurity
• Network security
• Security technical support
• Security infrastructure
• Security deployment
• Security troubleshooting

Hands-on experience in:

• Security configuration and troubleshooting
• Network and system security
• Security infrastructure support
• Security deployment
• On-site and remote technical support
• Testing and commissioning
• Experience with enterprise security solutions and customer-facing technical environments is highly preferred
• Experience with security vendors such as Cisco, Fortinet, Palo Alto Networks, CrowdStrike, SentinelOne or equivalent is an advantage
• Certifications (added advantage):
• CCNA
• CCNA Security
• Cisco security certifications
• Fortinet certifications
• Palo Alto Networks certifications
• Other relevant cybersecurity certifications

Strong customer management capabilities in:

• Technical communication
• Problem-solving
• Customer support
• Security issue resolution
• Technical consultation
• Remedial action planning
• Must be adaptable, willing to learn new security technologies and able to respond effectively to changing cybersecurity requirements
• Must be comfortable working with confidential security information and participating in standby/on-call rotations when required

Pay: RM3,500.00 - RM5,000.00 per month

Benefits:

• Additional leave
• Dental insurance
• Health insurance
• Maternity leave
• Opportunities for promotion
• Vision insurance

Work Location: In person