Job Details: Tier I Tech Support Agent
| Job Title: | Tier I Tech Support Agent |
| Company: | McAfee |
| Position Type: | Permanent |
| Pay Rate: | Neg |
| Date Posted: | Apr-16-08 |
Description of function and responsibilities:
The Tier I Technical Support Engineer is responsible for answering, handling, and resolving Tier I Gold Technical Support inbound calls. Calls must be answered within established Service Level Agreements (SLA) which are sold to the customer as part of their support purchase. Additionally, SLA are measured against case management timeframes. Although engineers do not own specific customer accounts, they are responsible for their cases to resolution or escalation. Tier I Support Engineers are occasionally also responsible for answering technical support e-mail and ServicePortal case submissions, again - within established SLA. Tier I engineers are responsible for being available for paid work for 7.5 hours (subtracting lunch/breaks) within the given work day. This time may be divided into calls, e-mails, outbound work, training or other projects as needed. The Tier I Support engineer is responsible for documenting all activity within the support call tracking system, occasionally creating solutions within the support knowledge base, and adhering to all Tier I Technical Support processes. The Tier I Engineer may also be required to perform other duties as assigned by team leads or supervisors.
Main Responsibilities:
•Provide both reactive and proactive assistance to all external customers
•Troubleshoot and resolution of open incidents
•Troubleshoot/qualify incidents before escalating into Tier-II
•Liaise with Tier-II, to facilitate feedback
•Record and document all issues related to the customers
•The creation of documented solutions for both internal and external support web-pages
Requirements:
At least 2 years full time experience in a customer care/call center environment
Willingness to work flexible shifts and open to working overtime
Strong networking and hardware troubleshooting skills (Be able to identify key components of a network, be able to setup small networks, Working knowledge of FTP, SMTP, HTTP, and other networking protocols, identify parts of a computer, etc...)
Excellent knowledge of Windows based operating systems
Some working knowledge of other operating systems such as Linux
Working knowledge of popular email servers (Microsoft Exchange, Lotus Domino)
Strong, proven, customer service soft skills
Associate or Bachelor degree in computer related field desired
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=4568 |
Principals only. Recruiters, please do not contact this job poster.
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