Technical Support Engineer @ McAfee

Role Overview:

Interact with the McAfee customers via phone/email and by demonstrating the highest level of urgency to resolve customer issues in timely manner. Provide remote support on McAfee products such as ePolicy Orchestrator, McAfee Agent, TIE and DXL etc. and resolve product related issues during POC & post-deployment phase, through research and troubleshooting. Debugging system level problems in a multi-vendor, multi-protocol network environment with high- level technical expertise on complex issues. Work closely with the Advanced Support team, product engineering team, product management team to resolve critical issues Evaluate the criticality, severity of the issues, and ensure that they are addressed as per the priority. Work closely with the Sales teams, to identify the high visibility customers, and address their issues with priority. Document all technical issues, analysis and communication with the customer and ensure a crystal-clear documentation.

About the role :

• First point of contact for McAfee Products.

• To provide technical support Handle real-time inbound voice-calls

• Handle email queries and respond in a timely-manner

• Attempt to provide resolutions on the first interaction with customers

• Handle multiple cases at the same time with varying degrees of severity with in SLA

• Sharing technical knowledge with peers

• Update customers on progress of their cases on a regular-basis

• Providing best support with collaboration of peers, consulting with SME in timely manger

About you :

• 2 or more years of experience from relevant industry
• Strong knowledge in Windows server OS and client OS
• Excellent troubleshooting skills and log analysis.
• Should Have basic understanding of networking, TCP/IP and troubleshooting.
• Knowledge and working experience on McAfee corporate products will be added advantage
• Professional certifications like MCSE, MCP, CCNA, CEH, CompTIA Security+ will be preferred
• Should have experience in handling NA based customers