About the Role and Responsibilities
Location: Plano, TX
About the Role:
The Platinum Product Specialist position is a telephone queue based technical support role working directly with McAfee's enterprise-level customers. This position requires a high level of technical knowledge of McAfee products. Product Specialists will be the primary point of contact for all technical support issues including, but not limited to, data entry, troubleshooting, case escalation, case management, problem resolution. This position will be the owner of the customer's issue(s) to the point of resolution. The ideal candidate must also have the ability to be proactive in advising customers of solutions by recommending products and services that will enhance the customer's computing needs and security.
Key Responsibilities:
-
Provide overall escalation management and technical solutions when issues are reported
-
Reviewing 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 III team.
-
Establishing effective lines of communication with our Tier III team and management to ensure cases are updated that require immediate attention.
-
Log all issues into Insight, updating activities to cases, and escalate cases.
-
Act as focal point for product knowledge on which they are the leads.
-
Share knowledge and provide articles to the Knowledge Base team, and communicate new product information and known issues.
-
Provide technical problem resolution for all McAfee products used by our customers, fully document problem resolution in the McAfee call tracking system and adhere to the designated Case Management/Escalation SLA's.
-
Provide 24x7 severity based customer support.
-
Perform duties as assigned by management.
Qualifications
Required Experience/Skills & Education:
-
Minimum five years applicable experience in technical support environment with named or dedicated accounts. Also requires extensive knowledge of TCP/IP Networking, hardware, protocols, LAN configuration, security architectures and LAN/WAN technologies.
-
Must possess strong technical troubleshooting skills.
-
Strong knowledge of security hardware, software, and management platform with emphasis on installation, troubleshooting, upgrading, integration, and client/server operations is desired.
-
Associates or Bachelors Degree, especially in computer science or a related field, is desired.
-
Professional organization certifications in computing fields are highly desirable.
-
Progress towards, or completion of, certifications with Microsoft, Sun, or Linux is desired.
-
Equivalent technical work experience, validated through references, is considered as relevant as certifications.
-
Excellent writing and verbal communication skills.
-
Strong personal interaction and telephone interaction skills at the business professional services level.
-
Strong personal computing skills in Windows Operating Systems and Windows Server Systems.
-
Solid knowledge of the use and configuration of virtual environments such as VMWare.
-
Ability to multitask and prioritize job requirements in a dynamic environment.
-
Strong knowledge of the McAfee Security product lines which include the following product groups, but not limited to:
McAfee Enterprise Mobility Management
McAfee Vulnerability Manager (Foundstone Enterprise)
McAfee Application Control and Change control (Solidcore)
McAfee Host & Network DLP
McAfee GroupShield
Strong technical background in Microsoft Server Operating systems to include Server 2003 and Server 2008.
-
Familiarity with SQL 2005 and SQL 2008.
Knowledge of AD and security groups.
-
Familiarity with security software, mobile applications, and enterprise mobility concepts.
-
Experience with Microsoft Exchange 2003, 2007, 2010, Domino Server/Traveler, Windows Mobile all versions, iPhone OS, webOS, Palm, Symbian and ActiveSync.
-
Firewall concepts: Ports, NAT translation, and knowledge a plus.
-
Experience with IIS 6 and 7, CSR generation, and SSL Certificates.
DNS and name resolution skills required.
-
General understanding of network infrastructure to include DMZ, Routers, Networks, Switches, and Firewall
Preferred:
-
Tier I or II experience supporting McAfee products and advanced or emerging security technologies strongly preferred.
-
CompTIA Security, CISSP, MSCE, CCNA, or similar industry-recognized certifications strongly preferred.
McAfee, a wholly owned subsidiary of Intel Corporation (NASDAQ:INTC), is the world's largest dedicated security technology company. We are relentlessly focused on constantly finding new ways to keep our customers safe. Share your talents with us in the dynamic security industry, and experience the meaningful, interesting work that is waiting for you!
McAfee is an Equal Employment Opportunity employer. We celebrate diversity!
Click here for full EEO statement.
TB-LI-NMJ2W-LI
Job: Technical Support
Primary Location: NA-USA-TX-Plano
Position Number: 864203
Schedule: Full-time
Location: Plano, TX
About the Role:
The Platinum Product Specialist position is a telephone queue based technical support role working directly with McAfee's enterprise-level customers. This position requires a high level of technical knowledge of McAfee products. Product Specialists will be the primary point of contact for all technical support issues including, but not limited to, data entry, troubleshooting, case escalation, case management, problem resolution. This position will be the owner of the customer's issue(s) to the point of resolution. The ideal candidate must also have the ability to be proactive in advising customers of solutions by recommending products and services that will enhance the customer's computing needs and security.
Key Responsibilities:
-
Provide overall escalation management and technical solutions when issues are reported
-
Reviewing 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 III team.
-
Establishing effective lines of communication with our Tier III team and management to ensure cases are updated that require immediate attention.
-
Log all issues into Insight, updating activities to cases, and escalate cases.
-
Act as focal point for product knowledge on which they are the leads.
-
Share knowledge and provide articles to the Knowledge Base team, and communicate new product information and known issues.
-
Provide technical problem resolution for all McAfee products used by our customers, fully document problem resolution in the McAfee call tracking system and adhere to the designated Case Management/Escalation SLA's.
-
Provide 24x7 severity based customer support.
-
Perform duties as assigned by management.
Qualifications
Required Experience/Skills & Education:
-
Minimum five years applicable experience in technical support environment with named or dedicated accounts. Also requires extensive knowledge of TCP/IP Networking, hardware, protocols, LAN configuration, security architectures and LAN/WAN technologies.
-
Must possess strong technical troubleshooting skills.
-
Strong knowledge of security hardware, software, and management platform with emphasis on installation, troubleshooting, upgrading, integration, and client/server operations is desired.
-
Associates or Bachelors Degree, especially in computer science or a related field, is desired.
-
Professional organization certifications in computing fields are highly desirable.
-
Progress towards, or completion of, certifications with Microsoft, Sun, or Linux is desired.
-
Equivalent technical work experience, validated through references, is considered as relevant as certifications.
-
Excellent writing and verbal communication skills.
-
Strong personal interaction and telephone interaction skills at the business professional services level.
-
Strong personal computing skills in Windows Operating Systems and Windows Server Systems.
-
Solid knowledge of the use and configuration of virtual environments such as VMWare.
-
Ability to multitask and prioritize job requirements in a dynamic environment.
-
Strong knowledge of the McAfee Security product lines which include the following product groups, but not limited to:
McAfee Enterprise Mobility Management
McAfee Vulnerability Manager (Foundstone Enterprise)
McAfee Application Control and Change control (Solidcore)
McAfee Host & Network DLP
McAfee GroupShield
Strong technical background in Microsoft Server Operating systems to include Server 2003 and Server 2008.
-
Familiarity with SQL 2005 and SQL 2008.
Knowledge of AD and security groups.
-
Familiarity with security software, mobile applications, and enterprise mobility concepts.
-
Experience with Microsoft Exchange 2003, 2007, 2010, Domino Server/Traveler, Windows Mobile all versions, iPhone OS, webOS, Palm, Symbian and ActiveSync.
-
Firewall concepts: Ports, NAT translation, and knowledge a plus.
-
Experience with IIS 6 and 7, CSR generation, and SSL Certificates.
DNS and name resolution skills required.
-
General understanding of network infrastructure to include DMZ, Routers, Networks, Switches, and Firewall
Preferred:
-
Tier I or II experience supporting McAfee products and advanced or emerging security technologies strongly preferred.
-
CompTIA Security, CISSP, MSCE, CCNA, or similar industry-recognized certifications strongly preferred.
McAfee, a wholly owned subsidiary of Intel Corporation (NASDAQ:INTC), is the world's largest dedicated security technology company. We are relentlessly focused on constantly finding new ways to keep our customers safe. Share your talents with us in the dynamic security industry, and experience the meaningful, interesting work that is waiting for you!
McAfee is an Equal Employment Opportunity employer. We celebrate diversity!
Click here for full EEO statement.
TB-LI-NMJ2W-LI
Job: Technical Support
Primary Location: NA-USA-TX-Plano
Position Number: 864203
Schedule: Full-time
