Technical Support Engineer @ McAfee

Act as point-of-contact for Business /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 About you :

Good knowledge of Windows OS (XP, 7, 8,10)
Excellent troubleshooting skills on Windows
Should have strong understanding of Windows
Should be able to interpret various Windows
Good working knowledge of computer hardware (Types of Drives, RAID)
Preferred: Industry certifications like, MCSE, any Security Certification
Three or more years experience with a Technical Support Center
Managing Customers from regions such as NA, UK or APAC
Handled overseas customers on phone queues
Exposure to severity-based models would be preferable
Exposure to Enterprise/Corporate customers preferable
Excellent understanding of Perfmon, WinDBG, Filemon, Procmon, Process explorer, TCP/IP.