Professional Services Engineer
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Key skills for this role
About the Role
Deliver Kaspersky professional services, manage technical issues, maintain customer relationships, and possess strong communication and technical skills.
Key Skills for This Role
Responsibilities
- Perform deployments and configuration of Kaspersky solutions
- Perform health checks, configurations, and optimization projects for existing customers
- Document all aspects of service engagements
- Report project status to customers and management
- Participate in solution design preparation
- Collaborate with Sales and Pre sales teams
- Develop strong customer relationships
- Diagnose product and system issues and determine appropriate configurations
- Manage and drive resolution of customer technical support issues
- Deliver professional services onsite and remotely
Requirements
- 5+ years of experience as an Engineer or System Administrator
- Professional level phone communication skills
- Excellent English
- Intermediate knowledge in MS SQL, MS Exchange, Cloud Technologies, Office 365, Docker, Kaspersky solutions
- System administration level knowledge of Microsoft OS (Server 2008+, Windows 7+)
- Knowledge of corporate networking infrastructures (DNS, SIEM, group policy, AD/DC)
- Completed degree in IT, MIS, or Computer Science, or equivalent industry certifications
Full Job Posting
Job Overview
- The Professional Services Engineer (PSE) delivers Kaspersky professional services to our corporate customers.
- Services include Deployment & Configuration, Upgrade & Maintenance, Health Checks & knowledge transfer.
- PSEs are technical engineers who play an instrumental role in developing and maintaining strong customer relationships.
Responsibilities
- Performs deployments & configuration of both complex and simple Kaspersky solutions and integrates them into customer's existing production environment.
- Performs health checks, configurations, and optimization projects for existing customers.
- Document all aspects of the service engagement, including technical notes, time spent on projects, and project status.
- Communicate challenges to senior management for swift resolution.
- Reporting of project status to customers and management.
- Keep updating and maintaining technical documents such as SOWs, project plans, health check templates, technical design, and As builts documents.
- Participate in solution design preparation for new or existing customers.
- Maintain close collaboration with colleagues from Sales and Pre sales teams.
- Develop strong customer relationships to promote deeper sales and services team involvement.
- Apply system analysis techniques to diagnose product and system issues.
- Manage, escalate, and drive satisfactory resolution of customers' technical support issues.
- Deliver Kaspersky professional services with high level customer satisfaction both onsite and remotely.
Required Experience
- 5+ years of experience as an Engineer or System Administrator
- Will be required to pass Kaspersky Internal certifications within an appropriate time period after on boarding.
Required Technical Skills
- Basic knowledge in MS SharePoint
- Intermediate knowledge in MS SQL and MS Exchange, Web, Email and Messaging Systems, Cloud Technologies and Office 365, Dockers and containers technology, Testing for beta versions, Embedded systems and sand box technologies, Kaspersky Troubleshooting, Following Kaspersky solutions: Endpoint Security
Preferred Technical Skills
- TCP/IP and LAN Technologies
- Linux OS
- Security solutions (Firewalls/authentication/encryption/AV MS)
- Troubleshooting skills including ability to analyze logs, traces, and dump files
- Virtualization environment (VMWare, Nutanix, KVM, Hyper V, Citrix)
- Following Kaspersky solutions: KATA and EDR, CyberTrace, Scan Engine, Kaspersky Security for Cloud Console, MDR, Extended Detection and Response (XDR), Unified Management Analysis Platform (KUMA SIEM), Security for Linux Mail Server, Security for Mail Gateway, Security for Exchange Server, Web Traff
Education
- Completed degree (at least BS or equivalent) in Information Technology, Management Information Systems, or Computer Science field and/or the following industry certifications: CompTIA A+, N+, Security+, Server+; Microsoft certification in system administration of Windows Server 2016+/ Windows 10+; C
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