Technical Account Manager

Main responsibilities:

1. Provide technical support to MSA customers under an Enterprise or Business support contract.
2. Take initiative on technical skills, self-learning and development towards obtaining Kaspersky Lab Certifications.
3. Apply system analysis techniques and procedures and consult with end-users to diagnose product and system issues, and determine appropriate system configurations and specifications to optimize usage of Kaspersky products.
4. Manage, escalate, and drive satisfactory resolution of customers technical support issues based on Kaspersky Lab products and technologies.
5. Drive issue resolution using established processes and procedures in coordination with supporting resources to ensure a timely solution.
6. Create and develop innovative strategies to resolve customer issues using sound decision making and critical thinking skills.
7. Leverage appropriate resources based on the severity level and security risk to the customer’s environment.
8. Analyze customer business requirements to create recommendations for hardware specifications as well as software settings in regards to Kaspersky applications.
9. Deliver world-class service to ensure customer satisfaction with MSA premium support with a focus on incident resolution and the renewal of both product and service.
10. Create and facilitate communication between customers, product experts, and development teams at Kaspersky to manage escalations requiring fixes or feature requests.
11. 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.
12. Enforce compliance with the MSA contract as written.
13. Work with clients to determine their needs and requirements for information technology business needs and problems.
14. Plan, develop and test technical solutions and architectures that meet the client's needs.
15. Perform Professional Services to implement remotely or on the customer sites, Kaspersky Lab solutions for B2B clients installations, migrations or health checks.
16. Deliver knowledge transfer for the implemented technology.
17. Develop network designs, implementation plans and documentation.
18. Deliver consultative-based knowledge transfer and documentation to Kaspersky Lab’s clients.
19. Monthly reporting to MSA Client and management.

Education:

Completed degree (at least BS or equivalent) in Information Technology, Management Information Systems, or Computer Science field 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.
• CISSP.
• VMware or equivalent.
• Linux LPI or equivalent.

*Will be required to pass Kaspersky Internal certifications within an appropriate time period after on-boarding.

Required Technical Skills:

Intermediate knowledge in:

• MS SQL and MS Exchange.
• Web and Messaging Systems.
• Testing for beta versions.
• 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.
• Linux OS.
• 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 analyze logs, traces, and dump files.
• Virtualization environments (VMware, Hyper-V, Citrix).
• Kaspersky Troubleshooting.
• Following Kaspersky solutions: Endpoint Security for Windows and Security for Windows Servers.
• Fluent Turkish and English.