Senior Tech Support Engineer

Employment Type:
Full Time
IT Jobs
Job Role:
Technical Author Jobs
Mobile Jobs
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Roles & Responsibilities:
Act as a trusted advisor by providing technical support to Global Enterprise level Customers and Partners on Symantec Security Products
Researches on a wide array of technical topics such as Operating Systems, Infrastructural Technologies and Symantec Software Products
Applies specialized knowledge, analytical practices and procedures to analyze, diagnose and resolve issues in unique and often complex enterprise environments
Effectively communicates procedural and technical issues to internal and external customers/stakeholders in an enterprise environment
Participates and possibly leads conference calls with customers and 3rd party Teams/Vendors
Assesses when it is necessary to engage or escalate to senior resources to resolve complex issues
Manages own schedule of cases, which includes determining priority levels and negotiating and setting expectations with customers
Participate in new product releases and beta cycles to ensure information and training requirements are met to support new products.
Interface with Sales, Services, Engineering, Product Management, and Support Management when necessary to prioritize customer requests
Define and track bugs for Development, and offer innovative ideas to improve product quality.
Mentor, train, and help develop the skills of new Technical Support Engineers as well as peers.
Comfortable working in a shift model
Develop documentation and the Technical Support Knowledge Base to reduce troubleshooting time and drive faster issue resolution
Engage in on-going training and departmental development, along with self-learnings
Works toward becoming subject matter expert in a particular area or areas
Reviews technical solution articles for accuracy and completeness
Determines which technical tool(s) and tests are to be used
Skills & Qualifications:
Diploma Holders / Graduates / Post Graduates or equivalent experience required
5+ years of working knowledge and experience troubleshooting applications and various platforms in Enterprise environments
Hands on experience across the following core technologies including:
Operating Systems such as Windows Server/Client and Linux
Enterprise Level Infrastructure Technology: Active Directory, Domain Name System, DHCP, IIS and Apache
Relational Database principles, queries and methodologies (SQL, Oracle)
L2 Networking : TCP/IP, Routing, Network Topologies and Security
Knowledge in one or more of the following is preferred:
Firewalls, Intrusion Detection System, Proxy technologies, Packet Switching, Packet sniffers and Vulnerability Network Scanners
Basic understanding of Cloud concepts
Knowledge on virtualization technologies: VMWare, Hyper-V
Scripting or programming concepts
Windows Exchange and/or other Mail systems
Certificates, PKI
MCSA, MCSE, CCNA, CompTIA Security+ or relevant industry certifications (one or more is a must)
Advanced troubleshooting and debugging skills
Proven capability to own, drive and take responsibility
Ability to prioritize, and work well under pressure
Escalation management
Leadership qualities

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