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For your reference, we have included the original job posting below.
Tier 1 Technical Support
Job Number:
25773694
Company Name:
McAfee
Job Location:
Denver, CO US
Job Category:
Information Technology
Tier 1 Technical Support
Title: Tier 1 Technical Support Location: CO-Denver
McAfee believes that amazing things can be accomplished by diverse teams of talented individuals. Share your talents with us by joining 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. 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 * Supporting our entire McAfee Secure customer base through a variety of mediums * Provide proactive and reactive assistance to all external customers * Provide overall escalation management and technical solutions when issues are reported to them, including but not limited to, review of 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 II team * Establishing effective lines of communication with our Tier II team and management to ensure cases are flagged that require immediate attention * Log all issues into MAX, updating activities to cases, and escalate cases * Provide technical problem resolution for McAfee Scan Alert product used by our customers and must fully document problem resolution in the McAfee call tracking system * Perform duties as assigned by management * Provide proactive assistance to your specific product * Trouble-shoot/qualify cases before escalating into Tier-II * Record and document all issues related to customers both internal and external * Conference call availability to resolve product issues * Log all testing, troubleshooting and research done in process of resolution * Responsible for Customer and Internal Updates * Produce articles for submission into the current knowledgebase * Maintain a high level of knowledge and professionalism * Creation of product troubleshooting guides to assist support teams * Provide effective and timely communication to support teams * Document issues within the call tracking system * Maintain a current level of knowledge on McAfee products and new vulnerabilities and/or threats * Be available and accessible to fellow co-workers * Maintain a friendly, open, approachable, positive attitude * Understanding of Operating Systems such as Unix, Linux and Windows * Understanding of Firewalls, Intrusion detection system (IDS), Intrusion prevention systems (IPS) * Strong problem solving skills * Basic level knowledge of security and information gathering tools like nmap, nessus, nslookup, traceroute, hping, wireshark, tcpdump, netcat, netstat, nbtstat, ete * Basic Vulnerability and Threat analysis skills preferred * Basic experience with programming/scripting (PERL, JAVA, C, C , SQL and DB2) is desirable * Working knowledge with MS SQL, Routing protocols (TCP / IP, OSPF etc.,) HTML, ATM, Token Ring, ISDN, and Ethernet * At least 1 year of experience in customer care/customer support * Ability to multi-task and prioritize job requirements * Effective problem resolution * Ability to communicate at multiple levels with customers (i.e. technical / management) * Excellent at providing positive customer service * Advanced writing and verbal skills * Ability to support multiple products simultaneously * Self-motivated (takes initiative) * Network or security related certifications such as CISSP, CISA, CISM, or CCNP highly desirable
McAfee is an Equal Employment Opportunity employer. We celebrate diversity! Click here for full EEO statement.
