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Senior Support Engineer

Bengaluru, KA
Job Code:
  • IT
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Job Details

QualificationsEducational Qualifications 4-year Bachelor's Degree in Engineering Or 3-year Bachelor's Degree in Science AFTER Or Diploma in Computer Science AFTER 10th class Industry certifications like CCNA, MCSE, S+, etc Required Experience Minimum 6 - 8 years' work experience in a Technical Support role, preferably product support Minimum of 2 years' experience in Phone-based Technical Support Managing Global Enterprise Customers from regions such as NA, Europe or Asia Pacific Exposed to working shifts in nights Current job includes exposure to CRM tools Preferred Experience Exposure to severity based models would be preferable Exposure to Enterprise/Corporate customers preferable Knowledge, Skills Abilities Required Ability to communicate effectively, both orally and in writing. Ability to communicate technical information to non-technical personnel. Keen sense of ownership of technical issues of McAfee's enterprise customers Ability to handle high level, politically hot and sensitive escalations Ability to handle high severity situations single-handedly, with minimal support Ability to generate progress reports on cases owned Be a team player with ability to stretch (time-wise) when required Ability to work in high-pressure environment without compromising on quality. Skills in planning, organizing, and adapting within a multi-tasking environment. Willing to work in night shifts Ability to participate in technical forums and provide inputs Ability to come up with innovative solutions, and document them. Coaching and mentoring. Have the aptitude and patience to update cases with well-written activity reports on a regular-basis and maintain case documentation Generate whitepapers / technical documents towards knowledge management Liaise with higher levels of technical support for escalations troubleshooting customer issues Performs miscellaneous job-related duties as assigned Knowledge of current technological developments/trends in area of expertise. Technical Skills Strong knowledge of Windows OS ( XP, 7, 8, Server Platforms - 2003, 2008, 2012 ) Excellent troubleshooting skills on Windows OS Should have strong understanding of Windows troubleshooting / Sys-internal tools Should be able to interpret various Windows logs, dumps etc. Should understand the Windows Boot Process, files involved during windows boot process Have good understanding Active directory, Domain account creation, Windows Server Basic knowledge of SQL Database ( Including Queries) Good functional knowledge of IIS, Active Sync Technology Strong knowledge on Security, Threats and Vulnerabilities. Have good understanding of IPS, IDS, Firewall Experience working with Windows Server OS Administration, Active Directory Services, Network Security Knowledge on non-Windows OS, like Linux, MAC
Degree: M.Com. (Commerce) | M.Pharm. (Pharmacy) | M.Sc. (Science) | MA (Arts) | MBA/ PGDM | MCA/ PGDCA

Additional Degree: BE/ B.Tech (Engineering)

Experience: 4-8


Software Engineer | Systems Programming
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