About the Role and Responsibilities
Location: Santa Clara, CA
About the Position:
McAfee's 3rd Line Technical Support Team is a diverse mix of highly customer service orientated and technically skilled Technical Support Analysts.
Every Engineer is vital to the success of this highly effective team and ensures that our customers are provided with the innovative, effective and timely solutions they require to complete their tasks and resolve issues.
As the Engineer you will be the key interface between our customers, technical support teams and Research & Development, you will be working with our software engineers on the highest level escalations involving our biggest customers. You will also be a member of the Product Development Core Team where you will represent customers and the McAfee support organization in product development while providing technical product knowledge to groups outside engineering.
If you have a technical background and a passion for security then this could be the opportunity you have been looking for!
Excellent training on products is, of course, provided but it is an advantage if you already have some technical & soft skills as highlighted below:
Key Responsibilities:
- Strong understanding of Microsoft / UNIX operating systems
- Knowledge of Network Security, switching, routing/routing protocols, IP, Firewalls, VPN's
- Good SQL skills
- Experience in IT providing technical support
- Extensive troubleshooting and testing skills (i.e. analytic, be able to narrow down on a problem, use documentation, tools, etc to troubleshoot)
- Excellent communications skills (written and verbal) at multiple levels with customers (i.e. technical / management)
- Preferred: MSCE, CCNA, CISSP or similar industry-recognized certifications
- Ability to maintain professional poise under pressure
- Ability to act as a resource and handle highest level of escalation
- Ability to provide technical training to peers and other teams
- Ability to coach and mentor others
Qualifications
Required Experience/Skills & Education:
- At least 3-4 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
- Bachelor’s degree, or equivalent applicable working experience
- Strong Security knowledge and/or certification desired
- Strong Networking knowledge and/or certification desired
- Ability to read network logs/captures
- 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-CA-Santa Clara
Position Number: 861252
Schedule: Full-time
Nearest Major Market: San Jose
Nearest Secondary Market: Palo Alto
Job Segments: Technical Support, Engineer, Cisco, Developer, Product Development, Technology, Engineering, Research