Security Support Engineer - Bedok

Company Description:

Trie Group is a reputable cybersecurity solutions provider dedicated to delivering cutting-edge security services to businesses worldwide. With a focus on innovation and customer satisfaction, we strive to empower organizations with robust cybersecurity solutions to safeguard their digital assets effectively.

Job Description:

1. Provide technical support and troubleshooting services for customers, onsite or remotely via various form of interaction (Email,, Phone, Webex etc).
2. Implement operation and maintenance solutions in-time and effectively to fulfil customers' requirements.
3. Constructs and maintains an up-to-date problem database to ensure accurate and sufficient information for maintenance and troubleshooting.
4. Work closely with customer for issue resolutions, monitoring of corporate IT infrastructure.
5. Assist in initiatives/projects to drive technology improvement and customer satisfaction.
6. Tracking and managing work records.
7. Implementation and installation of cyber security solution if needed
8. Trainings and certifications will be provided

Job Duties & Responsibilities:

• Provide first- and second-level support for software, hardware, and network-related issues via phone, email, or ticketing systems.
• Diagnose and troubleshoot technical issues, including account setup and network configuration.
• Escalate unresolved issues to appropriate internal teams (e.g., developers, system administrators).
• Document technical knowledge in the form of knowledge base articles and support documentation.
• Maintain service level agreements (SLAs) and ensure high levels of customer satisfaction.
• Perform system updates, patches, and configuration changes as needed.
• Provide training and technical support to users as required.
• Participate in on-call rotations and after-hours support if necessary.

Qualifications:

• Diploma in Computer Science, Information Technology, Cybersecurity, or related field.
• Knowledge of cybersecurity principles, concepts, and best practices
• Strong analytical and problem-solving skills
• Excellent communication and interpersonal skills, with the ability to effectively communicate technical concepts to non-technical stakeholders.
• Ability to work independently and collaboratively in a team environment.
• Proven work experience as a technical support engineer.
• Familiarity with Privilege Access Management (PAM) solutions and Vulnerability Management security solutions s plus.
• Experience with cybersecurity implementation projects is a plus.
• Certifications such as CompTIA Security+, Certified Information Systems Security Professional (CISSP), or relevant vendor certifications are a plus.