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IT Security Consultant

1 week ago

Dubai, Dubai, United Arab Emirates Help AG Full time

About Us

Help AG is the cybersecurity arm of e& enterprise (formerly Etisalat Digital), providing leading enterprise businesses and governments across the Middle East with strategic consultancy combined with tailored information security services and solutions that address their diverse requirements.

We have been present in the Middle East since 2004, establishing ourselves as the region's trusted IT security advisor. Our acquisition by e& (formerly Etisalat Group) in February 2020 created a cybersecurity and digital transformation powerhouse in the region.

We remain vendor-agnostic, trustworthy, independent, and cybersecurity-focused, delivering unmatched value to our customers by strengthening their cyber defenses and safeguarding them. Our team of experts provides best-of-breed technologies, expertly qualified service delivery teams, and a state-of-the-art consulting practice to deliver top-notch results.

About the Job

This role is for a highly skilled Cybersecurity Consultant who will be responsible for handling support requests from customers, providing continuous communication, and following up on escalations. As a resident engineer, you will work closely with customers to resolve technical issues and provide top-notch support.

  • Manage customer support requests via email and calls.

  • Escalate internal and external issues according to Help AG's workflow.

  • Work as a resident engineer at customer sites when required.

  • Use tools like ticket systems and time tracking accurately.

  • Document tickets properly and follow up on escalations in a timely manner.

  • Collaborate on projects, POCs, and documentation with a focus on customer satisfaction and high-quality work.

Key Responsibilities:

  • Perform regular ticket checks and apply escalation matrix activities accurately.

  • Maintain the ticket system updated daily.

  • Be flexible to work after office hours for critical incidents.

  • Coordinate RMA cases and interact with vendor support organizations and engineers.

  • Keep track of Help AG Engineers' activities in cases and communicate with customers for support-related issues.

  • Operate and support the internal IT infrastructure and conduct regular health checks.

  • Develop and document the internal IT infrastructure and provide 24x7 support.

  • As required, work as a resident engineer on site based on job requirements.

Requirements:

  • Bachelor's degree in information security or IT-related field or equivalent experience.

  • Deep understanding of technical relationships in complex environments.

  • Certifications in vendors such as CyberArk, Cisco ESA, F5, Symantec/Broadcom, PaloAlto, Infoblox, Proofpoint, Fortinet, and IXIA are advantageous.

  • Excellent English communication skills with no accent (Arabic is an advantage).

  • Strong documentation and diagramming skills.

  • Excellent organizational skills in enterprise support.

  • Understanding of information security concepts and related technologies.

  • Strong background and experience in TCP/IP networking of large-scale organizations.

  • Flexible work approach based on job requirements.

  • Ability to identify new work areas and set personal goals.

  • Excellent communication and training skills.

  • Outstanding customer handling skills, friendly and goal-oriented.

  • Capacity to communicate/translate to customer-level.