Technical Support Engineer
Posted Updated
- 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
- Familiarity with cooperate network infrastructures
- Experience with one or more of Operating Systems (Windows, UNIX, and Mac OS)
- A strong working knowledge of networking, as well as installation, troubleshooting, upgrading, integration, protocols and client/server operations is required.
- Basic Administration/Maintenance of Microsoft SQL Server.
- Industry or professional organization certifications in computing fields are not required but highly desirable (MCSE, Network +, Security +, etc.)
- 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 preferred, but not required.
- McAfee’s product knowledge is a plus