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Sr. Associate Technical Support Engineer with Fluent French

Primary Location Aylesbury, Additional Locations Date posted 10/08/2018
Apply Now Job ID: JR0013227
  • Business Introduction:

    With the mission of bringing together 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.

    The Sr. Associate Technical Support Engineer (TSE) provides front line support to McAfee corporate customers, utilizing personal knowledge, tools and resources within McAfee to understand customer issues, frame the service request and provide known solutions to customers quickly in a professional manner.

    General Description
    Provide end-to-end service request ownership, collaborating with all levels within support that are
    required to identify and implement a technical solution to the customer. On-going review of open
    service requests, updating our customers on the status of their service requests, and assisting in
    the reproduction of issues.

    What we offer:

    • Training program and extensive online learning resources
    • Career development opportunities and management career growth support
    • Quarterly and Annual bonuses
    • Generous pension contributions
    • Healthcare
    • Life Assurance
    • Generous vacation allowance
    • Permanent working contract

    Principal Duties and Responsibilities

    • Provide proactive and reactive assistance on McAfee product issues to all external customers
    • Record and document all issues related to customers both internal and external
    • Log all testing, troubleshooting and research done in process of resolution
    • Provide effective and timely communication to support teams
    • Responsible for Customer-facing and Internal Updates
    • Document issues within the call tracking system
    • Assess and understand the impact, severity and urgency of issues
    • Maintain a friendly, open, approachable, positive attitude
    • Be available and accessible to fellow co-workers
    • Set and manage expectations with customers, including regular and timely communications
    • (daily)
    • Full ownership of technical issues until resolution provided
    • Provide proactive troubleshooting assistance to your specific product(s)
    • Be available for conference calls / remote sessions to resolve product issues
    • Create/update Knowledge Base articles and product troubleshooting guides to assist support
    • Maintain a high level of knowledge on McAfee products and new vulnerabilities and/or threats
    • Aim to identify known/unknown unresolved product defects and escalate to Engineering with
    • speed and precision
    • Assist customers with the implementation of workarounds/solutions
    • Identify data requirements and assist with data collection
    • Identify and seize opportunities to teach the customer about product usability, best practices
    • and troubleshooting techniques
    • Identify and share opportunities for formal training, professional services consultations and
    • product upsells

    Experience/ Skill Sets Required

    Technical

    • Technical Mindset
    • Effective problem solving skills
    • Ability to support multiple products simultaneously
    • Knowledge of current technological developments/trends in area of expertise.
    • Creation of KB articles / technical documents
    • Ability to participate in technical forums and provide inputs
    • Ability to come up with innovative solutions, and document them.
    • Experience in managing Global Enterprise Customers

    Non-technical

    • Customer and Personal Focus
    • Customer-focused and excellent at providing positive customer service
    • Strong written and verbal communication skills
    • Self-motivated (takes initiative)
    • Ability to multi-task and prioritize job requirements
    • Coaching and mentoring abilities
    • Keen sense of ownership of technical issues of McAfee's Enterprise customers
    • 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
    • Ability to communicate technical information to non-technical personnel
    • Must be fluent in French language

    Preferred

    • B.S. in Computer Science, Security or related field
    • Network or security related certifications
    • Excellent knowledge / certifications of Microsoft Windows
    • Mac OS and Linux/Unix knowledge
    • Willingness to work in shifts (including night shift – APAC Specific)

    Our Mission:

    To relentlessly protect all that matters through leading edge cyber security, from your workplace to your home and everywhere in between.

    Our Vision:

    To enable a world where cyber security is so consistent, reliable and effective that it becomes a trusted foundation in our lives – like clean air and water. Our technology enables the world to fully realize the transformative power of the digital age, by protecting all that matters. By doing our job well, we drive limitless innovation, securely.

    Our Values:

    We live our values day in and day out, do you think you can live our values with us? If you can, don’t think, just connect with us. Together is power.

    • We achieve Excellence with Speed and Agility

    • We Play to Win or Don’t Play

    • We Innovate without Fear

    • We Practice Inclusive Candor and Transparency

    • We Put the Customer at the Core

    McAfee is an Equal Opportunity Employer

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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