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For your reference, we have included the original job posting below.
Technical Support Specialist
Job Number:
23817106
Company Name:
McAfee
Job Location:
US
Job Category:
Information Technology
Technical Support Specialist
Title: Technical Support Specialist Location: LTAM-RM McAfee®is the world's largest dedicated security technology company. McAfee delivers proactive and proven solutions and services that secure systems and networks around the world, allowing users to browse and shop the web securely. With our unmatched security expertise and commitment to innovation, McAfee helps home users, businesses, the public sector and service providers to comply with regulations, protect data, prevent disruptions, identify vulnerabilities, and continuously monitor and improve their security. Our products are unique in how they work together to make security affordable and manageable. These days, the threats are tougher, and the perpetrators are trickier. But as we have for more than 20 years, McAfee delivers superior protection that is trusted by millions of people. Technical Support Engineer Position Location: Responsibilities * Support of all Tier I support groups * Provide proactive assistance to all Tier I support groups * Provide overall escalation management and technical solutions when issues are reported * Reviewing open issues on a daily basis, updating our customers on the status of their escalated cases, and assisting in the reproduction of issues * Ensure that all of the required files are gathered and available prior to escalating an issue to our Tier III team * Establishing effective lines of communication with our Tier III team and management to ensure cases are flagged that require immediate attention * Log all issues into MAX, updating activities to cases, and escalate cases * Act as focal point for product knowledge on which they are the leads * Share knowledge and provide articles to the Knowledge Base team, and communicate new product information and known issues * Provide technical problem resolution for all McAfee products used by our customers, fully document problem resolution in the McAfee call tracking system and adhere to the designated Case Management/Escalation SLA's * Provide 24x7 severity based customer support * Perform duties as assigned by management * At least two years of full time experience in customer care/customer support * Advanced writing and verbal communication skills * Ability to multi-task and prioritize job requirements * Strong personal organization skills * Bachelors degree, or equivalent applicable working experience * Strong Exchange knowledge - certification required or equivalent work experience * Strong Domino knowledge - certification required or equivalent work experience * Strong Security knowledge and/or certification desired * Strong Networking knowledge and/or certification desired * Strong Windows based OS (2000, 2003, Professional) knowledge and/or certification desired * Ability to read network logs/captures * GroupShield Exchange, GroupShield Domino and/or ePolicy Orchestrator knowledge is a bonus * Progress towards or completion of certifications with Microsoft, Novell, Lotus, Unix, Cisco and others is desired * Advanced writing and verbal communication skills Ability to multi-task and prioritize job requirements Strong personal organization skills * During your initial three month probation period you will be expected to undertake and successfully complete certification on: CompTIA Security (External industry certifications) * Additional certifications may be added in future as deemed necessary We offer a full range of competitive benefits to our full-time employees. Our extensive plan includes company paid Medical, Dental, and Vision coverage, Paid Time Off, paid Holidays, Stock Options, Flexible Spending Account, Educational Assistance Program, 401(k), ESPP and more! Please visit us @ or apply online @ />McAfee Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. McAfee Inc. complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
