*** Job | Immediate requirement for Network Support Engineers (Technical Support Group) at McAfee, Bangalore *** We have an immediate requirement for Technical Support Engineers at McAfee, Bangalore. Please go through the JD given below & if you have the pre requisites for the same, please revert with your updated resume to divya_krishnegowda@mcafee with the below details: Total IT experience : Current company: Current location: Current CTC: Expected CTC: Notice Period: Education: The Job Description is as below: Required Experience/ Skills & Education: * Good knowledge of TCP/IP and LAN technologies * Good knowledge of network security solutions (firewall, IPSec VPN, IDS/IPS, SSL VPN) * Strong understanding of Operating Systems such as Windows, Unix and Linux * Troubleshooting experience in solving complex technical problems * Strong problem solving skills * Basic level knowledge of databases (SQL) and LDAP services * Basic level knowledge of security and information gathering tools like nslookup, traceroute, ping, wireshark, tcpdump, netstat * Basic experience with programming/scripting is desirable, but not required * Hands-on experience with routers, switches, proxies, or firewalls is desirable * Knowledge on dynamic routing protocols is desirable, but not required * 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 desirable Key Responsibilities: * Provide proactive and reactive assistance to all external customers * 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 Insight, updating activities to cases, and escalate cases * 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 McAfee, a wholly owned subsidiary of Intel Corporation (NASDAQ:INTC), is the worlds largest dedicated security technology company. We are relentlessly focused on constantly finding new ways to keep our customers safe. Share your talents with us in the dynamic security industry, and experience the meaningful, interesting work that is waiting for you! Thanks & Regards, Talent Acquisition Group, McAfee
Posted on: Mon, 17 Mar 2014 09:40:40 +0000
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