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Job Description
Support Engineer
About the Role and Responsibilities
Technical Support Engineer
DUTIES AND RESPONSIBILITIES:
o Act as point-of-contact for enterprise customers of McAfee Inc.
o Handle real-time voice-calls and chats with technical queries
o Handle email queries and respond in a timely-manner
o Provide end to end support to customers
o Attempt to provide resolutions on the first interaction with customers
o Handle multiple cases at the same time with varying degrees of severity
o Work in a team with assorted expertise
o Update customers on progress of their cases on a regular-basis
o Leverage team members’ expertise to deliver resolutions to customers in a timely-manner
Qualifications
TECHNICAL SKILLS:
o Strong knowledge of Windows OS (XP, 7, 8)
o Excellent troubleshooting skills on Windows OS
o Should have strong understanding of Windows troubleshooting tools
o Should be able to interpret various Windows logs, dumps etc.
o Should understand the Windows Boot Process, files involved during windows boot process
o Have good understanding Active directory, Domain account creation, Windows Server
o Have a good understanding of Server Roles, Domain Nomenclature, User rights administration
o Basic knowledge of SQL Database ( Including Queries)
o Good functional knowledge of IIS, Active Sync Technology
o Basic knowledge Microsoft Exchange Server
o Knowledge on non-Windows OS, like Linux, MAC preferred
o Good working knowledge of computer hardware (Types of Drives, RAID)
KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:
o Ability to communicate effectively, both orally and in writing.
o Ability to communicate technical information to non-technical personnel.
o Keen sense of ownership of technical issues of McAfee’s enterprise customers
o Ability to handle high severity situations single-handedly, with minimal support
o Ability to generate progress reports on cases owned
o Be a team player with ability to stretch (time-wise) when required
o Willing to work in high-pressure environment
o Willing to work in night shifts
Job: Technical Support
Primary Location
MIC-IN-Karnataka MIC-Bangalore BEC MIC
Position Number 863152
Schedule: Full-time
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