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Senior Technical Suport Engineer with fluent Spanish language

Primary Location Aylesbury, Additional Locations Date posted 12/13/2018
Apply Now Job ID: JR0013754

Company Overview:

With the mission of capturing the biggest market share in the area of cyber security, network security, endpoint security, threat research, malware research, cloud security, we work together for a common goal of shaping the company’s future by designing and building the best in class robust and scalable security products for consumer and enterprise customers. As industry top performers, we aim to develop optimized high performance system software solutions with high availability and reliability.

Role Overview:

You will have a key role in keeping customers safe in a global capacity. The Network Security team ensures this by suporting customers in the IPS (Intrusion Prevention System) and ATD (Advanced Threast Defence) space to meet customer outcomes.

About the role:

  • You will be responsible for working on customer incidents that are raised via the portal and telephone and require updaint in the CRM
  • You will need to update customers on progress of the incidents on a daily baSIS or an agreed cadence with the customer
  • Participation in on call bridges on high sevierity incidents will be required when such moments arise
  • Customer satisfaction results will form the basis for success along with average resolution times and effective case management
  • Effectively communcating with Engineering, senior TSE, customers and sales will be a key attribute that is required to be succesful
  • Taking ownership of all issue from begining to end and until a resolution is provided or the desired outcome has been reached for the customer is imperative

About you

  • Several years' experience in a comparable role with strong UNIX/Linux background and Networking skills
  • Strong working and theoretical understanding of the OSI Layer model Troubleshooting experience in solving complex technical problems
  • Ability to communicate at multiple levels with customers (i.e. technical / management)
  • Excel in providing a positive customer experience
  • Ambitious, someone who wishes to forge a succesful career in McAfee
  • B.S.C. in Computer Science or related field Understanding of a wide variety of protocols, including snmp, smtp, wmi, syslog, ssh, ntp, dhcp, dns, cifs, and nfs
  • Experience in understanding packet captures and using tools such as Wireshark
  • Ability to read and understand scripts to locate where issues are occurring
  • Understanding of device hardware
  • Fluency in English as well as in Spanish language is a must
  • Fluency in Italian language is considered strong advantage

Company Benefits:

Our corporate culture and values are central to McAfee’s philosophy. Every day we embrace a more diverse workforce and inclusive environment. We are encouraged to bring your true selves to work. Our wide range of social communities & programs, flexible work hours and family-friendly benefits, all allow our employees to feel valued as people, while enjoying positive and challenging work. Check out more: Careers & Life at McAfee.    Perks include:

  • Pension / Retirement Programs
  • Medical, Dental and Vision Coverage Programs
  • Support for Community Involvement and Programs

Unleash your PowerJoin our Talent Network:  http://careers.mcafee.com/

McAfee prohibits discrimination based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.

Shift:

Shift 1 (United Kingdom)

Primary Location:

England, Aylesbury

Posting Statement:

McAfee prohibits discrimination based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.

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