Help AG, an e& enterprise company, is seeking an experienced Security Consultant to manage and accurately handle support requests for our customers. Key responsibilities include receiving requests via email and calls, communicating continuously with customers regarding tickets, health checks, projects, and technical work. The role may require on-site work as a resident engineer at customer locations.
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The Security Consultant will utilize tools such as ticket systems and time tracking software, closely document all tickets, follow up on escalations to meet Service Level Agreements (SLAs), and attend technical training to achieve professional certifications. Additionally, involvement in projects, proofs of concept (POC), and documentation will be expected. The primary focus will be on customer satisfaction, professionalism, accuracy, and delivering high-quality work.
Responsibilities:
- Work on technical support tickets from customers.
- Perform health checks for supported technologies.
- Engage in projects and pre-sales activity as required.
- Maintain the ticket system to meet SLA requirements.
- Interact and communicate with vendor support organizations and engineers.
Qualifications and Skills:
- Over 5 years of experience in technical Information Security.
- Experience in an enterprise environment with technical support and project management.
- Bachelor’s degree in Information Security or IT-related field, or equivalent experience.
- Deep understanding of technical relations in complex environments.
- Preferred experience and certifications in technologies by vendors such as F5 Networks, Broadcom, Palo Alto, Pulse Secure, OPSWAT, Infoblox, Ixia, and Fortinet.
- Excellent and clear communication skills in English (Arabic would be advantageous).
- Strong documentation and diagramming skills.
- Excellent organizational skills in enterprise support.
- Knowledge of information security concepts and technologies.
- Solid background in TCP/IP networking within large-scale organizations.
- Flexible work approach based on job requirements.
- Ability to identify new work areas and set new goals.
- Outstanding customer handling and training skills.
- Capacity to understand complex business processes and activities.
Language Requirements:
- Excellent communication skills in English (Arabic is a plus).
Benefits:
- Health insurance with leading global providers.
- Career progression through challenging projects.
- Employee engagement and wellness activities throughout the year.
- Opportunities for learning and development.
- Annual flight tickets to home country.
- Inclusive and diverse working environment.
- Flexible/hybrid working options.
- Open door policy.
Help AG is the cybersecurity arm of e& enterprise (formerly Etisalat Digital) and offers strategic consultancy along with tailored information security solutions for enterprise businesses across the Middle East. Established in the region since 2004, Help AG has positioned itself as a trusted advisor in IT security, focusing on vendor-agnostic solutions and maintaining a commitment to cybersecurity excellence.
