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

Responsibilities

  • Provide technical information and diagnostic assistance that will reduce the overall time to resolution of customer issues, via phone, e-
  • mail, support forum postings, and web case submissions.

  • Communicate effectively with peers to ensure that technical issues are addressed in a timely manner.
  • Represent Symantec support through conference calls with customers, internal stakeholders and third parties to engage next level issue resolution.
  • Exhibit a willingness to help out in any way when the workload becomes abnormally heavy or when team members are away from the office
  • Document and report design, reliability and maintenance issues.
  • Work as part of a Follow the Sun 365-day operation.
  • Participate in new product releases and beta cycles to ensure information and training requirements are met to support new products.
  • Research a wide variety of technical subjects including operating systems, Symantec software, security and third party applications.
  • Log all activity details into the case management system, and keep all cases up-to-date by logging actions taken, emails, contacts, and other pertinent information.
  • Consistently share problem / cause / resolution information, troubleshooting tips, white papers, best practices, case studies, training information, etc.
  • for the issues that you work on with customers by creating knowledge base articles. Help to keep the knowledge base up to date by updating and modifying information as needed.

  • Provide leadership in processes and procedures that will improve overall effectiveness of Support.
  • Provide on-site customer assistance as required.
  • Be able to work comfortably in a fast paced environment.
  • Qualifications

  • Must have excellent verbal and written communication skills in English and Italian
  • Proven Technical support experience is essential
  • Customer service and troubleshooting skills are required for this position as well as organizational skills, and the ability to consistently meet deadlines.
  • The ideal candidate will be familiar with Symantec products and architecture, able to troubleshoot and identify network and software issues.
  • Desired technical skills / experience include :
  • Symantec Endpoint Protection, Microsoft Windows (servers, desktops, Active Directory, etc), databases (pref. Microsoft SQL Server), Microsoft IIS, VB scripting (or similar), DNS, TCP / IP, Unix / Linux, Mac OS X and a sound working knowledge of network and computer security.
  • Minimum 2 years of solid experience with Operating System Software i.e. Windows Server 2008 / 2012, Linux, UNIX (Solaris)

    PC / Networking experience required

    IIS http / https

    SSCM experience is an advantage

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