PLEASE NOTE THAT WE ARE UNABLE TO WORK WITH CANDIDATES THAT HAVE H1B VISA OR REPRESENTED BY THIRD PARTIES.
• Supporting customer base through a variety of mediums
• Provide overall escalation management and technical solutions when issues are reported to them, including but 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
• Ensure that all of the required files are gathered and available prior to escalating an issue to our Tier II team
• Establishing effective lines of communication with our Tier II team and management to ensure cases are flagged that require immediate attention
• Log all issues into MAX, updating activities to cases, and escalate cases
• Provide technical problem resolution for McAfee Scan Alert product used by our customers and must fully document problem resolution in the McAfee call tracking system
• Perform duties as assigned by management
• Provide proactive assistance to your specific product
• Trouble-shoot/qualify cases before escalating into Tier-II
• Record and document all issues related to customers both internal and external
• Conference call availability to resolve product issues
• Log all testing, troubleshooting and research done in process of resolution
• Responsible for Customer and Internal Updates
• Produce articles for submission into the current knowledgebase
• Maintain a high level of knowledge and professionalism
• Creation of product troubleshooting guides to assist support teams
• Provide effective and timely communication to support teams
• Document issues within the call tracking system
• Maintain a current level of knowledge on McAfee products and new vulnerabilities and/or threats
• Be available and accessible to fellow co-workers
• Maintain a friendly, open, approachable, positive attitude
• This position requires fluent writing and speaking skills in Spanish. Portuguese in addition to Spanish would be a strong plus.
• Understanding of Operating Systems such as Unix, Linux and Windows
• Understanding of Firewalls, Intrusion detection system (IDS), Intrusion prevention systems (IPS)
• Strong problem solving skills
• Basic level knowledge of security and information gathering tools like nmap, nessus, nslookup, traceroute, hping, wireshark, tcpdump, netcat, netstat, nbtstat, ete
• Basic Vulnerability and Threat analysis skills preferred
• Basic experience with programming/scripting (PERL, JAVA, C, C++, SQL and DB2) is desirable
• Working knowledge with MS SQL, Routing protocols (TCP / IP, OSPF etc.,) HTML, ATM, Token Ring, ISDN, and Ethernet
• At least 1 year of experience in customer care/customer support
• Ability to multi-task and prioritize job requirements
• Effective problem resolution
• Ability to communicate at multiple levels with customers (i.e. technical / management)
• Excellent at providing positive customer service
• Advanced writing and verbal skills
• Ability to support multiple products simultaneously
• Self-motivated (takes initiative)
• Network or security related certifications such as CISSP, CISA, CISM, or CCNP highly desirable