Be a trusted advisor by providing technical support to Global Enterprise level Customers, Tier 1 TSE’s and Partners on Symantec Security Products (Threat Protection Solutions)
Manages own schedule of cases, which includes determining priority levels and negotiating, setting and living up to these set expectations.
Applies knowledge, analytical practices and procedures to analyze, diagnose and resolve issues in unique and often complex enterprise environments.
Assesses when it is necessary to engage or escalate to upstream resources to resolve complex issues.
Researches and becomes knowledgeable on a wide array of technical topics such as Operating Systems, Infrastructural Technologies and Symantec software products as supported products develop.
Participates in and possibly leads conference calls with customers and 3rd party Teams / Vendors.
Effectively communicates procedural and technical issues to internal and external customers / stakeholders.
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 engineering and product management to improve product quality.
Develop documentation and knowledge base articles with a view to reduce troubleshooting time and drive faster issue resolution.
Engage in on-going training and departmental development, along with self-learnings. Mentor, train, and help develop the skills of T1 Technical Support Engineers as well as peers.
Experience : +2 Years Service Desk Experience Industry Certification would be a plus (Sec+, MCSE, MCSA, CCNA, Network+)
Symantec is an equal opportunity employer. All candidates for employment will be considered without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, physical or mental disability, veteran status, or any other basis protected by applicable federal, state or local law.