About the Role and Responsibilities
Location: Plano, TX
About the Role:
McAfee creates best-of-breed computer security solutions that span large enterprises, governments, small- and medium-sized businesses, and consumers, helping prevent intrusion on networks and protecting computer systems from the next generation of blended attacks and threats. These next-generation threats attack on multiple levels of the network infrastructure. McAfee offers in-depth protection-from the network core, to perimeter defense to complete desktop security-through two families of products: McAfee® System Protection Solutions, securing desktops and servers, and McAfee Network Protection Solutions, ensuring the protection and performance of the corporate network.
As a Tier-II Support Engineer for McAfee, within the McAfee® System Protection Solutions Division, you will be responsible for supporting our entire licensed customer base through a variety of mediums.
Key Responsibilities:
- Provide proactive assistance to all Tier I support groups
- Provide overall escalation management and technical solutions when issues are reported
- Reviewing open issues on a daily basis, updating our customers on the status of their escalated cases, and assisting in the reproduction of issues
- Ensure that all of the required files are gathered and available prior to escalating an issue to our Tier III team
- Establishing effective lines of communication with our Tier III team and management to ensure cases are flagged that require immediate attention
- Log all issues into MAX, updating activities to cases, and escalate cases
- Act as focal point for product knowledge on which they are the leads
- Share knowledge and provide articles to the Knowledge Base team, and communicate new product information and known issues
- Provide technical problem resolution for all McAfee products used by our customers, fully document problem resolution in the McAfee call tracking system and adhere to the designated Case Management/Escalation SLA's
- Provide 24x7 severity based customer support
- Perform duties as assigned by management
Qualifications
Required Experience/ Skills & Education:
- At least two years of full time experience in customer care/customer support
- Advanced writing and verbal communication skills
- Ability to multi-task and prioritize job requirements
- Strong personal organization skills
- Bachelors degree, or equivalent applicable working experience
- Strong Exchange knowledge - certification required or equivalent work experience
- Strong Domino knowledge - certification required or equivalent work experience
- Strong Security knowledge and/or certification desired
- Strong Networking knowledge and/or certification desired
- Strong Windows based OS (2000, 2003, Professional) knowledge and/or certification desired
- Ability to read network logs/captures
- GroupShield Exchange, GroupShield Domino and/or ePolicy Orchestrator knowledge is a bonus
- Progress towards or completion of certifications with Microsoft, Novell, Lotus, Unix, Cisco and others is desired
- Advanced writing and verbal communication skills Ability to multi-task and prioritize job requirements Strong personal organization skills
- During your initial three month probation period you will be expected to undertake and successfully complete certification on: CompTIA Security+ (External industry certifications)
- Additional certifications may be added in future as deemed necessary
McAfee, a wholly owned subsidiary of Intel Corporation (NASDAQ:INTC), is the world's largest dedicated security technology company. We are relentlessly focused on constantly finding new ways to keep our customers safe. Share your talents with us in the dynamic security industry, and experience the meaningful, interesting work that is waiting for you!
Job: Technical Support
Primary Location: NA-USA-TX-Plano
Position Number: 865905
Schedule: Full-time
Nearest Secondary Market: Dallas
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