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,
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
Job Location:
Bangalore
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.
To Apply Visit: http://careers.mcafee.com/ShowJob/Id/38412/Support-Engineer/
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