Kaspersky – Technical Support Intern (Cybersecurity)

Intern for the APAC Technical Support

 The Intern will be working with a close contact with a Standard Support and an MSA Support.

 Responsibilities

• Analysis of the already processed support cases.
• Provision of content for the public and internal Knowledge Bases.
• Preparing answer templates for colleagues.
• Working with the MSA contracts and certificates.
• Taking initiative on technical skills, self-learning and development towards obtaining Kaspersky Lab Certifications.
• Apply system analysis techniques and procedures and consult with colleagues to diagnose product and system issues, and determine appropriate system configurations and specifications to optimize usage of Kaspersky products.
• Drive issue resolution using established processes and procedures in coordination with supporting resources to ensure a timely solution.
• Create and develop innovative strategies to resolve customer issues using sound decision making and critical thinking skills.
• Leverage appropriate resources based on the severity level and security risk to the customer’s environment.
• Analyse customer business requirements to create recommendations for hardware specifications as well as software settings in regards to Kaspersky applications.
• Help design and develop product documentation as well as provide product feature requests, including product operation and design/functionality suggestions to product managers from customers and users.
• Enforce compliance of the MSA contract as written.
• Plan, develop and test technical solutions and architectures that meet the client needs.
• Deliver knowledge transfer for the implemented technology.
• Development of network designs, implementation plans and documentation.
• Regular reporting to management

Required Communication Skills

• Professional-level phone communication skills
• Verbal communication skills must be at the professional level
• Written communication skills must also be at the professional level
• Advanced-level intrapersonal skills
• Advanced-level negotiation skills

 Nice to have Technical Skills

Basic knowledge in:

• MS SharePoint

Intermediate knowledge in:

• MS SQL and MS Exchange
• Web and Messaging Systems
• Testing for beta versions
• Linux OS

*The following Kaspersky solutions: Security for Linux Mail Server, Security for Exchange Server, Security for ISA/TMG Server, Encryption, System Management, MDM, Endpoint Security for Mac, Endpoint Security for Linux, KSV Agentless, KSV Light Agent, and KAV for Linux Server. KATA and EDR, KICS 

Advanced knowledge in:

• TCP/IP and LAN Technologies
• Microsoft OS (Server 2008+ and Windows 7+)
• Corporate networking infrastructures, including DNS, group policy, and AD structure
• Security solutions (Firewalls/authentication/encryption/AV MS)
• Troubleshooting skills including the ability to analyse logs, traces, and dump files
• Virtualization environments (VMware, Hyper-V, Citrix)
• *Kaspersky Troubleshooting
• *The following Kaspersky solutions: Endpoint Security for Windows and Security for Windows Servers

 Education / Technical Certifications

• Unfinished degree (BS) in Information Technology, Management Information Systems, or Computer Science field or similar, and/or the following industry certifications:
• CompTIA A+ or equivalent
• CompTIA N+ or equivalent
• CompTIA Security + or equivalent
• CompTIA Server+ or equivalent
• MCP or equivalent : Windows Server 2008+ and Windows 7+
• CCNA beneficial
• VMware or equivalent
• Linux LPI or equivalent
• *Will be required to pass Kaspersky Internal certifications within appropriate time period after on-boarding.

Other Required Skills

• Sound decision making and critical thinking skills
• Ability to create and drive a strategy to address customer issues
• Good time management, organization and prioritization skills
• Ability to own issue resolution, root cause analysis, and remediation