DUTIES AND RESPONSIBILITIES:
Act as point-of-contact for enterprise customers of McAfee Inc.
Handle real-time voice-calls and chats with technical queries
Handle email queries and respond in a timely-manner
Provide end to end support to customers
Attempt to provide resolutions on the first interaction with customers
Handle multiple cases at the same time with varying degrees of severity
Work in a team with assorted expertise
Update customers on progress of their cases on a regular-basis
Leverage team members expertise to deliver resolutions to customers in a timely manner
Strong knowledge of Windows OS (XP, 7, 8)
Excellent troubleshooting skills on Windows OS
Should have strong understanding of Windows troubleshooting tools
Should be able to interpret various Windows logs, dumps etc.
Strong knowledge on Security, Threats and Vulnerabilities.
Have good understanding of IPS, IDS, Firewall
Experience working with either two or more of these
Windows Server OS Administration
SQL Server Management
MS Exchange Server
Routers & other network devices
Knowledge on non-Windows OS, like Linux, MAC preferred
KNOWLEDGE, SKILLS, AND ABILITIES 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 McAfees enterprise customers
Ability to handle high severity situations single-handedly, with minimal support
Ability to generate progress reports on cases owned
Be a team player with ability to stretch (time-wise) when required
Willing to work in high-pressure environment
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
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
Performs miscellaneous job-related duties as assigned
Knowledge of current technological developments/trends in area of expertise.
Required: Bachelors Degree or Diploma in Computer Science
Preferred: Industry certifications like, MCSE, any Security Certification.
6+ years experience with a Technical Support Center such as HP, Dell, Microland, etc
Managing Customers from regions such as NA, UK or APAC
Exposed to working shifts in nights
Handled overseas customers on phone queues
Current job includes exposure to CRM tools
Exposure to severity based models would be preferable
Exposure to Enterprise/Corporate customers preferable
Most people in this type of job tend to work as part of a Technical Support team. They relate to customers and partners to assess technical products and to resolve technical issues. They
also relate to customers with varying levels of technical skills and understanding. They are often under pressure to manage multiple requests/cases with varying levels of importance and criticality. More experienced people are often recognized as experts in specific products or technology areas, and are called upon by management to work on specific cases when required.
WORKING CONDITIONS AND PHYSICAL EFFORT:
Work is normally performed in a typical interior/office work environment.
No or very limited physical effort required.
No or very limited exposure to physical risk.