The SecurityConsultant is responsible for the properand accurate handlingof support requests of help AG’s customers. The Engineer will receive requests by Email and Calls and handle those according to help AG’s support workflow including:

• Internal and external escalation
• Continuous communication with the customeron tickets, projectsetc.
• When required, engineer will be required to work at resident engineer at customer site.
• Proper and accurate use of tools (Ticket System, Time Tracking)and documentation of the tickets.
• Follow-up on any escalations in time.
• When required to work on projects, POC and documentation. 
• The primary targets are customer-satisfaction, professionalism, accuracy and an outstanding high quality in the work/duties.

Responsibilities

• Perform ticket checks continuously.
• Apply escalation matrix activities accurately.
• Keep ticket-system up-to-date on a daily basis.
• Flexible to work after office hours on critical incidents.
• Co-ordinate RMA cases.
• Interaction and communication with vendor support organizations and engineers.
• Keep track of Help AG Engineers activities in cases.
• Interaction and communication with customers for support related issues.
• Operation and support of the internal IT infrastructure.
• Conducting regular health checks.
• Development and documentation of the internal IT infrastructure.
• Providing 24x7 Support.