About the Role and Responsibilities
Location: Plano, TX
About the Role:
McAfee creates best-of-breed computer security solutions that span large enterprises, governments, small- and medium-sized businesses, and consumers, helping prevent intrusion on networks and protecting computer systems from the next generation of blended attacks and threats. These next-generation threats attack on multiple levels of the network infrastructure. McAfee offers in-depth protection-from the network core, to perimeter defense to complete desktop security-through two families of products: McAfee® System Protection Solutions, securing desktops and servers, and McAfee Network Protection Solutions, ensuring the protection and performance of the corporate network.
The LTAM Platinum Product Specialist/Tier II position is a telephone queue based technical support role working directly with 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, and problem resolution. This position will be the owner of the customer issue(s) from initiation to point of resolution. The ideal candidate must have the ability to be proactive in advising customers of solutions and by recommending products and services that will enhance the customer's computing needs and security.
Key Responsibilities:
- Provide proactive assistance to all Tier I support technicians
- 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 three to five years applicable experience in technical support environment with named or dedicated accounts
- Proficient in English, Spanish and Portuguese
- Solid knowledge of TCP/IP Networking, hardware, protocols, LAN configuration, security architectures and LAN/WAN technologies
- Strong technical troubleshooting and decision-making skills
- Strong knowledge of security hardware, software, and management platform with emphasis on installation, upgrading, integration, and client/server operations is desired
- Excellent writing and verbal communication skills
- Ability to multitask and prioritize job requirements in a dynamic environment
- Strong personal organization 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
- Good knowledge of the use and configuration of virtual environments such as VMWare
- Strong knowledge of McAfee Security products or similar like products
- Equivalent technical work experience, validated through references, is considered as relevant
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!
Job: Technical Support
Primary Location: NA-USA-TX-Plano
Position Number: 869005
Schedule: Full-time
Location: Plano, TX
About the Role:
McAfee creates best-of-breed computer security solutions that span large enterprises, governments, small- and medium-sized businesses, and consumers, helping prevent intrusion on networks and protecting computer systems from the next generation of blended attacks and threats. These next-generation threats attack on multiple levels of the network infrastructure. McAfee offers in-depth protection-from the network core, to perimeter defense to complete desktop security-through two families of products: McAfee® System Protection Solutions, securing desktops and servers, and McAfee Network Protection Solutions, ensuring the protection and performance of the corporate network.
The LTAM Platinum Product Specialist/Tier II position is a telephone queue based technical support role working directly with 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, and problem resolution. This position will be the owner of the customer issue(s) from initiation to point of resolution. The ideal candidate must have the ability to be proactive in advising customers of solutions and by recommending products and services that will enhance the customer's computing needs and security.
Key Responsibilities:
- Provide proactive assistance to all Tier I support technicians
- 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 three to five years applicable experience in technical support environment with named or dedicated accounts
- Proficient in English, Spanish and Portuguese
- Solid knowledge of TCP/IP Networking, hardware, protocols, LAN configuration, security architectures and LAN/WAN technologies
- Strong technical troubleshooting and decision-making skills
- Strong knowledge of security hardware, software, and management platform with emphasis on installation, upgrading, integration, and client/server operations is desired
- Excellent writing and verbal communication skills
- Ability to multitask and prioritize job requirements in a dynamic environment
- Strong personal organization 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
- Good knowledge of the use and configuration of virtual environments such as VMWare
- Strong knowledge of McAfee Security products or similar like products
- Equivalent technical work experience, validated through references, is considered as relevant
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!
Job: Technical Support
Primary Location: NA-USA-TX-Plano
Position Number: 869005
Schedule: Full-time