Key Responsibilities: Provide proactive and reactive assistance to all external customers. Provide overall escalation management and technical solutions when issues are reported to them, including but not limited to, review of open issues on a daily basis, updating our customers on the status of their escalated cases, and assisting in the reproduction of issues. Provide proactive troubleshooting assistance to your specific product. Record and document all issues related to customers both internal and external. Conference call availability to resolve product issues. Log all testing, troubleshooting and research done in process of resolution. Responsible for Customer and Internal Updates. Produce articles for submission into the current knowledgebase. Maintain a high level of knowledge and professionalism. Creation of product troubleshooting guides to assist support teams. Provide effective and timely communication to support teams. Document issues within the call tracking system. Maintain a current level of knowledge on McAfee products and new vulnerabilities and/or threats. Be available and accessible to fellow co-workers. Maintain a friendly, open, approachable, positive attitude.
This is an entry level position intended for a new college grad within the past three years. B.S. in Computer Science, Security, or related field. Strong understanding of Operating Systems such as UNIX and Linux. Experience with networking, TCP/IP, DNS, HTTP/HTTPS, and LDAP. Basic level knowledge of databases SQL, LDAP services, and authentication protocols. Understanding of Web services and Security. Basic level knowledge of security and information gathering tools like nslookup, traceroute, ping, wireshark, tcpdump, netstatBasic experience with programming/scripting is desirable, but not required. Basic experience with routers, switches, proxies, or firewalls is desirable. Strong problem solving skills. Ability to multi-task and prioritize job requirements. Effective problem resolution. Ability to communicate at multiple levels with customers i.e. technical /management. Excellent at providing positive customer service. Advanced writing and verbal skills. Ability to support multiple products simultaneously. Self-motivated takes initiative. Network or security related certifications desirable.