Work with McAfee

Work with McAfee.

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Support Engineer

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Location:
Bangalore, KA IN
Other Location(s):
Job Id:
JR0007678
Job Category:
Product Development / Engineering
Job Description

About McAfee:  

McAfee is the single largest pure play security company with the aim of securing the digital assets around the world. We deliver proactive and proven solutions and services that secure systems and networks, allowing users to browse and shop the web securely. With our unmatched security expertise and commitment to innovation, McAfee helps home users, businesses, the public sector, and service providers to comply with regulations, protect data, prevent disruptions, identify vulnerabilities, and continuously monitor and improve their security. Our products are unique in how they work together to make security affordable and manageable.

Job Description:

Provides exceptional front line technical support to Corporate customers, partners and product support personnel and work with them to diagnose, troubleshoot, repair and debug complex product issues, complex Malware, over networked and/or wireless systems. Understand the severity of the situation, and then respond with similar sense urgency. Work with all stake-holders of the situation and keep them updated regularly within defined SLA's. Keep customers safe by delivering an extraordinary customer experience. Educate customers about the product, issue, possible cause and the solution, and help them prevent problems, resolve their issues quickly and. maximize the value of their security investment. Provides support to customer/users where the product is highly technical or sophisticated in nature

Educational Qualifications:

  • 4-year Bachelor’s Degree in Engineering Or
  • 3-year Bachelor’s Degree in Science AFTER Or
  • Diploma in Computer Science AFTER 10th class
  • Industry certifications like CCNA, MCSE, S+, etc

Required Experience:

  • Minimum 4 - 8 years’ work experience in a Technical Support role, preferably product support
  • Minimum of 2 years’ experience in Phone-based Technical Support
  • Managing Global Enterprise Customers from regions such as NA, Europe or Asia Pacific
  • Exposed to working shifts in nights
  • Current job includes exposure to CRM tools

Preferred Experience:

  • Exposure to severity based models would be preferable
  • Exposure to Enterprise/Corporate customers preferable

Knowledge & Skills Required:

  • Ability to communicate effectively, both orally and in writing.
  • Ability to communicate technical information to non-technical personnel.
  • Keen sense of ownership of technical issues of McAfee's enterprise customers
  • Ability to generate progress reports on cases owned
  • Be a team player with ability to stretch (time-wise) when required
  • Ability to work in high-pressure environment without compromising on quality.
  • Skills in planning, organizing, and adapting within a multi-tasking environment.
  • Willing to work in night shifts
  • Ability to participate in technical forums and provide inputs
  • Ability to come up with innovative solutions, and document them.
  • Coaching and mentoring.
  • Have the aptitude and patience to update cases with well-written activity reports on
  • a regular-basis and maintain case documentation
  • Generate whitepapers / technical documents towards knowledge management
  • Liaise with higher levels of technical support for escalations & troubleshooting
  • customer issues
  • Performs miscellaneous job-related duties as assigned
  • Knowledge of current technological developments/trends in area of expertise.

Technical Skills:

  • Strong knowledge of Windows OS ( XP, 7, 8, 10, Server Platforms - 2003, 2008, 2013 )
  • Excellent troubleshooting skills on Windows OS-Servers and Desktops.
  • Good knowledge of Databases and hands-on DB troubleshooting experience.
  • Should have strong understanding of Windows troubleshooting / Sys-internal tools
  • Should be able to interpret various Windows logs, dumps etc.
  • Strong knowledge on Security, Threats and Vulnerabilities.
  • Have basic understanding of IPS, IDS, Firewall
  • Experience working with Windows Server OS Administration,  Active Directory Services, Network Security
  • Working knowledge on non-Windows OS, like Linux, MAC preferred.
  • Knowledge and working experience on McAfee corporate products preferred.


Qualifications

Provides exceptional front line technical support to Corporate customers, partners and product support personnel and work with them to diagnose, troubleshoot, repair and debug complex product issues, complex Malware, over networked and/or wireless systems. Understand the severity of the situation, and then respond with similar sense urgency. Work with all stake-holders of the situation and keep them updated regularly within defined SLA's. Keep customers safe by delivering an extraordinary customer experience. Educate customers about the product, issue, possible cause and the solution, and help them prevent problems, resolve their issues quickly and. maximize the value of their security investment. Provides support to customer/users where the product is highly technical or sophisticated in nature

Apply Now    
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