• 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