Job Details: Tier II Technical Support Engineer
| Job Title: | Tier II Technical Support Engineer |
| Job ID: | 851167 |
| Company: | McAfee |
| Position Type: | Permanent |
| Pay Rate: | Neg |
| Date Posted: | Apr-16-08 |
DESCRIPTION OF FUNCTION AND RESPONSIBILITES:
The Tier II Support Escalation Engineer's main responsibility is the support of all Tier I support groups. They must provide proactive assistance to all Tier I support groups. The Tier II Support Escalation Engineer will provide overall escalation management and technical solutions when issues are reported to them. This includes, but is not limited to, review of open issues on a daily basis, updating our customers on the status of their escalated cases, and assisting in the reproduction of issues. They will also ensure that all of the required files are gathered and available prior to escalating an issue to our Tier III team. Tier II Support Escalation Engineers are also responsible for establishing effective lines of communication with our Tier III team and management to ensure cases are flagged that require immediate attention. Tier II Support Escalation Engineers in this position will be required to log all issues into MAX, updating activities to cases, and escalate cases. Tier II Support Escalation Engineers are relied on as a focal point for product knowledge on which they are the leads. They will share their knowledge and provide articles to KnowledgeBase, and communicate new product information and known issues. Tier II Support Escalation Engineers will provide technical problem resolution for all McAfee products used by our customers and must fully document problem resolution in the McAfee call tracking system. They also are required to provide 24x7 severity based customer support. The Tier II Support Escalation Engineer may also be required to perform duties as assigned by management.
EXPERIENCE/EDUCATION REQUIRED:
At least two years of full time experience in customer care/customer support.
Advanced writing and verbal communication skills
Ability to multi-task and prioritize job requirements
Strong personal organization skills
Bachelors degree, OR equivalent applicable working experience.
Strong Networking knowledge - certification required or equivalent work experience (Cisco certification preferred)
Strong knowledge of routers, switches, and firewalls
Strong knowledge with Routing protocols (TCP / IP, OSPF etc.) Cisco, ATM, Token Ring, ISDN, and Ethernet. Strong Security knowledge and/or certification desired Ability to read network logs/captures Strong Unix knowledge Strong Windows based OS (2000, 2003, Professional) knowledge and/or certification desired IntruShield,or MPE knowledge is a bonus
Progress towards or completion of certifications with Microsoft, Unix, Cisco and others is desired.
Experience in a wide-range of computer operating systems and software with emphasis on installation, troubleshooting, upgrading, integration and client/server operations is desired.
Advanced writing and verbal communication skills Ability to multi-task and prioritize job requirements Strong personal organization skills
During your initial three month probation period you will be expected to undertake and successfully complete certification on:
CompTIA Security+ (External industry certifications)
Additional certifications may be added in future as deemed necessary
| Location: [rss] | US-TX-Plano |
| Telecommute: | No (Onsite Position) |
| Contact Name: | |
| Contact Phone: | |
| Contact Email: | |
| URL: | http://mcafee.ats.hrsmart.com/cgi-bin/a/highlightjob.cgi?jobid=4433 |
Principals only. Recruiters, please do not contact this job poster.
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