It Client Support Technician @ McAfee

Role Overview:

The IT Client Support role is primarily to provide support to end users in India region however will also be expected to be part of global team and support staff globally. The successful candidate will communicate with users across all offices, in person, over the phone, via email and instant messaging platforms.

About the Role:

• Deployment and Configuring Windows devices with Microsoft AutoPilot white-glove provisioning, Microsoft InTune and Azure AD
• IT Support to McAfee employees via ServiceNow ticketing system (L2 level support)
• Advanced troubleshooting experience in for on-site employees on incidents of hardware break fixes, network print solutions (desktop/laptop, printer, mobile device, network peripheral)
• Field incoming help desk calls and emails, providing high-quality customer service and desktop support with a goal of first call resolution.
• Record, categorize and prioritize inbound incident and service requests and escalate to the appropriate function or queue when necessary
• Timely and consistent completion of assigned tickets/queues, ensuring accurate and complete information.
• Train and mentor new employees as well as off-board leaving employees along with asset recovery.
• Basic knowledge of O365 applications and networking troubleshooting (DHCP, DNS, VLAN, Switch Ports, Group Policies)
• Windows advanced level troubleshooting experience.
• Experience on managing user accounts from the ServiceNow, Microsoft Azure Active Directory and Cayosoft Web Admin portal.
• Assisting user s Cisco VPN connection troubleshooting and managing two factor authentication for new and existing employees with DUO Portal
• Supporting McAfee employees to configure personal devices Microsoft InTune MDM solution
• Supporting and configuring McAfee employees Apple devices via JAMF and our Self-Service application
• Troubleshoot remote users via LogMeIn rescue apps
• Administering McAfee Security Products Solutions for Clients (MVISION ePO server)
• Follow documentation procedures to record the resolution or client need, recording all relevant information in ticketing system.
• Conduct regular training of new and existing employees to familiarize them with new technologies as well as assist in transition to latest applications
• Work with vendors, contractors and PoCs in different APAC countries to coordinate IT project works in McAfee offices as well as remote sites
• Vendor on-boarding, logging a case ID on the vendor support portal and submitting purchase requests
• Excellent customer service experience
• Be an active participant in the continuous improvement process.
• Participate in on-call responsibilities in late working hours if needed.

About You:

• You have 4-6 years of end user support
• You have deployment and configuring Windows devices
• You have experience in windows advanced level troubleshooting
• Exceptional written and oral communication skills
• Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills
• Highly self-motivated and directed, in a fast-paced team environment
• Sharp attention to detail with proven analytical and problem-solving abilities.
• Effective time management in working on internal tasks as well as with external vendors
• Displays fundamental leadership skills when working with junior-level employees
• You are able to design, lead and execute project plans approved by the Infrastructure Manager
• Capable of assembling and coordinating a small team to execute short-term goals and operations
• You can interpret customer needs and translate to technical deliverables