Job Description

Help AG is looking for a talented and experienced Security Consultant who is responsible for the proper and accurate handling of support requests of help AG's customers. The Consultant 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 customer on tickets, projects etc. 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. Based on job requirements, will need to be a Resident Engineer working on site.

Qualifications & Skills:

Bachelor's degree in information security or IT-related matter or equivalent experience. Deep understanding of technical relations in a complex environment. An advantage to have experience and the highest certifications of the vendors CyberArk, Cisco ESA, F5, Symantec/Broadcom, PaloAlto, Infoblox, Proofpoint, Fortinet and IXIA solution. Excellent and accent-free communication skills in English (Arabic an advantage). Proper and structured documentation and diagramming. Excellent organizational skills in enterprise support. Understanding of information security concepts and related technology. Strong background and experience in TCP/IP networking of large-scale organizations. Flexible work approach, based on the job requirements. Being able to identify new work areas and to set new goals for themselves. Excellent communication and training skills. Outstanding customer handling, friendly and goal oriented. Ability to communicate / translate to Customer-level.

Benefits:

Health insurance with one of the leading global providers for medical insurance. Career progression and growth through challenging projects and work. Employee engagement and wellness campaigns activities throughout the year. Excellent learning and development opportunities. Annual flights tickets to home country. Inclusive and diverse working environment. Flexible/Hybrid working environment. Open door policy.

About Us:

Help AG is the cybersecurity arm of e& enterprise (formerly Etisalat Digital) and provides 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, enabling them to evolve securely with a competitive edge.



Present in the Middle East since 2004, Help AG was strategically acquired by e& (formerly Etisalat Group) in Feb 2020, hence creating a cybersecurity and digital transformation powerhouse in the region.



Help AG has firmly established itself as the region's trusted IT security advisor by remaining vendor-agnostic, trustworthy, independent, and cybersecurity focused. With best-of-breed technologies from industry-leading vendor partners, expertly qualified service delivery teams and a state-of-the-art consulting practice, Help AG delivers unmatched value to its customers by strengthening their cyber defenses and safeguarding