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.
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