Sr Tech Support Engineer
Symantec
Masovian, Warsaw
39 d. temu

Job Description

This is an individual contributor position that will work as a member of the EMEA Support team, provide first / second level technical support to customers and partners, and ultimately drive complete resolution to each service request.

All customer interaction is done via phone, email, and web and warranted by customer response time commitments established by Bluecoat Technical Support.

  • Diagnose and solve software, hardware and networking issues
  • Create technical action plans for analyzing and resolving customer issues.
  • Provide technical assistance to internal and external customers and partners
  • Utilize case management tools and provide case monitoring, status updates, documentation and notifications to customers
  • Document all customer interactions and resolutions in the existing case management and knowledge based systems
  • Use available support tools to diagnose and resolve product and technical issues
  • Work with Systems Engineers and Engineering groups to resolve customer issues
  • Required Experience

    EXPERIENCE AND EDUCATION REQUIREMENTS

  • Layer 2-4 focus on Ethernet, Fast Ethernet, IP Protocols, and applications
  • Application and routing protocol knowledge; TCPIP, routing,
  • NAT, DNS, DHCP, HTTP, MMS, RTSP, FTP, IM, Firewalls, QoS

  • Working knowledge of the inter-operation of remote access technologies : RADIUS,
  • LDAP, NTLM, firewalls, etc.

  • Working knowledge of Internet Services : Web Services, Media Servers, Proxy services, browser and media player operations.
  • Demonstrate strong technical troubleshooting methodologies
  • Must be a complete team player and work well in a team environment
  • Strong written and verbal communication skills
  • Ability and willingness to learn technologies quickly and proficiently
  • Good analytical problem solving skills
  • Strong organizational and customer service skills
  • 2+ years experience working with customers in a fast-paced, hi tech, support related position or similar engineering role.
  • Bachelor's degree in Computer Science or equivalent experience in a related field a plus
  • CCNA and / or CCNP a plus
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