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Technical Support Engineer

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Location:
Plano, TX US
Other Location(s):
Job Id:
JR0008259
Job Category:
Product Development / Engineering
Job Description

Provide proactive and reactive assistance to all external customersProvide 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 issuesProvide proactive troubleshooting assistance to your specific productRecord and document all issues related to customers both internal and externalConference call availability to resolve product issuesLog all testing, troubleshooting and research done in process of resolutionResponsible for Customer and Internal UpdatesProduce articles for submission into the current knowledgebaseMaintain a high level of knowledge and professionalismCreation of product troubleshooting guides to assist support teamsProvide effective and timely communication to support teamsDocument issues within the call tracking systemMaintain a current level of knowledge on McAfee products and new vulnerabilities and/or threatsBe available and accessible to fellow co-workersMaintain a friendly, open, approachable, positive attitude


Qualifications

This is an entry level position intended for a new college grad within the past three yearsB.S. in Computer Science, Security, or related field preferredStrong understanding of Operating Systems such as UNIX and LinuxExperience with networking, TCP/IP, DNS, HTTP/HTTPS, and LDAPBasic level knowledge of databases SQL, LDAP services, and authentication protocolsUnderstanding 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 requiredBasic experience with routers, switches, proxies, or firewalls is desirableStrong problem solving skillsAt least 1 year of experience in customer care/customer supportAbility to multi-task and prioritize job requirementsEffective problem resolutionAbility to communicate at multiple levels with customers i.e. technical /managementExcellent at providing positive customer serviceAdvanced writing and verbal skillsAbility to support multiple products simultaneouslySelf-motivated takes initiativeNetwork or security related certifications desirable

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