Overview

The intern is responsible for properly handling support requests of Help AG customers. The Engineer will receive requests by Email and Phone and handle those according to Help AG support workflow:

  • internal and external escalation
  • continuous communication with the customer
  • providing solution scenarios

The primary targets are customer-satisfaction, professionalism, accuracy and an outstanding high quality results. The position is for Help AG Office in Dubai, UAE.

Internships are only provided to students residing in the U.A.E.

Experience

  • Understanding of technical Information Security
  • Understanding of basic networking and TCP/IP

Skills

  • Bachelor’s degree in information security or IT-related matter or equivalent experience
  • Excellent 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
  • Ability to identify new work areas and to set new goals
  • Excellent communication and training skills
  • Outstanding customer handling, friendly and goal-oriented
  • Ability to communicate / translate to Customer-level
  • Ability to understand complex business processes and activities
  • Flexible work approach, based on the job requirements

Responsibilities

  • Work on basic information security tickets
  • Perform ticket checks continuously
  • Apply escalation matrix activities accurately
  • Keep ticket-system up-to-date on a daily basis
  • Flexibility to work after office hours on critical incidents
  • Co-ordinate RMA cases
  • Interact and communicate with vendor support organizations and engineers
  • Interact and communicate with customers on support related issues
  • Operation and support of the internal IT infrastructure
  • Development and documentation of the internal IT infrastructure
  • Logo
  • Internship
  • Company Details