Technical Support EngineerPrimary Location India, Bangalore Additional Location(s) India, Bangalore Date posted 09/14/2021
Job Title:Technical Support Engineer
Role Overview:The Technical Support Engineer (TSE) provides end-to-end technical support for McAfee customers and is responsible for providing technical service of fault recording, diagnosis, problem
solving, and resolution delivery for McAfee's premiere customer base. When a customer needs technical support the Technical Support Engineer or TSE will be the first and last person they call. The TSE will rely on their extensive experience and product knowledge, as well as a clear focus on customer service to drive customer success.
McAfee is a leader in personal security for consumers. Focused on protecting people, not just devices, McAfee consumer solutions adapt to users’ needs in an always online world, empowering them to live securely through integrated, intuitive solutions that protects their families and communities with the right security at the right moment.
About role :
Interact with the McAfee customers via phone/email and by demonstrating the highestlevel of urgencytoresolve customer issues in timely manner.
Provide remote support onMcAfee Data Securityproducts such asDynamic Endpoint products such as VSE, ENS, MOVE(Management for Optimized Virtual Environments), Linux and Mac security products and dealing with Malware Issues,and resolve product relatedissues during POC & post-deployment phase, through research and troubleshooting.
Debugging system level problems in a multi-vendor, multi-protocol network environmentwith high- level technical expertise on complex issues.
Work closely with the Advanced Support team, product engineering team, productmanagement team to resolve critical issues
Evaluate the criticality, severity of the issues, and ensure that they are addressed as perthe priority.
Work closely with the Sales teams, to identify the high visibility customers, and addresstheir issues with priority.
Document all technical issues, analysis and communication with the customer and ensurea crystal-clear documentation.
About you :
5 or more years of experience in Email and Web Security domain.
Engineer should be specialized in productssuch as VSE, ENS,Security for Storage, Linux and Mac security products and dealing with Malware Issues.
Act as a Single point of contact for each Customer reported Incident (manage,troubleshoot, resolutions). Handle the Service Requests from cradle to grave & withminimal supervision.
Excellent verbal, written communication & Strong documentation skills.
Excellent understanding ofOperating System,Active Directory,Hardware and associated Diagnostics,TCP/ IP, DNS, SMTP, HTTP/HTTPS, SSL.
Excellent Knowledge of Linux and Linux troubleshooting techniques.
Good knowledge of handling network down situations – this role will be handling S1/ S2Service.
Ready to work on 24/7 support center.This position requires you to work in continuousNight Shiftsaligned to North America Business Hours.
Preferred Skills –MCSE,CCNA, CCSP, CEH, RHEL, ITIL
The ideal candidate will be a die-hard Engineer, who is a self-starter, with excellentinterpersonal, communication, presentation, documentation, problem solving andtroubleshooting skills.
Quality focus, result & goal orientation in a group situation and commitment to customerdelightisa must.
Strong customer-focus and problem-solving attitude.
Company Benefits and Perks:
We work hard to embrace diversity and inclusion and encourage everyone at McAfee to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.
- Pension and Retirement Plans
- Medical, Dental and Vision Coverage
- Paid Time Off
- Paid Parental Leave
- Support for Community Involvement
We're serious about our commitment to diversity which is why 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.