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Job ID: JR0799103
Job Category: Engineering Support
Primary Location: Aylesbury, UK
Other Locations: England, Slough;
Job Type: Experienced Hire

Tier II Tech Support

Job Description
Technical Support Engineer - Tier IILocation: Aylesbury or SloughAre you ready to be part of a company that provides world class security products, solutions and is a market leader? Do you have the skills to be part of the Network Security team that protects some of the largest organizations in the world? Do you have a passion for creative problem solving? You too, can be part of our community of talented employees who create the best experiences for our customers. What you'll do Provide proactive assistance to Tier I agents Resolve queries that come in via telephone or portal Meet key metrics and goals centered around customer satisfaction Provide overall escalation management and technical solutions when issues are reported Review open issues on a daily basis, update our customers on the status of their escalated cases, and assist in the reproduction of issues Establishing effective lines of communication with our Tier III team and management to ensure cases are flagged that require immediate attention Share knowledge, provide articles to the Knowledge Base team, and communicate new product information and known issues Provide technical problem resolution and fully document the resolution in the call tracking system Participate in an on-call bridges for high severity incidents Create and deliver instructor-led training for Tier 1 support groups


Qualifications

Must have: Several years' experience in a comparable role Strong UNIX/Linux background and experience Strong Networking skills Strong working and theoretical understanding of the OSI Layer model. Troubleshooting experience in solving complex technical problems Ability to communicate at multiple levels with customers (i.e. technical / management) Excellent at providing positive customer service Ability to support multiple products simultaneous Desirable B.S.C. in Computer Science or related field Understanding of a wide variety of protocols, including snmp, smtp, wmi, syslog, ssh, ntp, dhcp, dns, cifs, and nfs. Experience in understanding packet captures and using tools such as Wireshark Ability to read and understand scripts to locate where issues are occurring Understanding of device hardware What we offer you We give you opportunities to transform technology and create a better future, by delivering products that touch the lives of every person on earth. As a global leader in innovation and new technology, we foster a collaborative, supportive, and boredom-free environment-where the brightest minds in the world come together to achieve exceptional results. We offer a competitive salary and financial benefits such as bonuses, retirement plans, life and disability insurance, opportunities to buy Intel stock at a discounted rate, and Intel stock awards (eligibility at the discretion of Intel Corporation). We provide benefits that promote a healthy, enjoyable life: excellent medical plans, wellness programs and amenities, flexible work hours, time off, recreational activities, discounts on various products and services, and many more creative perks that make Intel a Great Place to Work! We're constantly working on making a more connected and intelligent future, and we need your help. Change tomorrow. Start today.

Inside this Business Group

The Intel Security Group combines employees from McAfee and Intel – people with security expertise in hardware, software, and solutions into one business unit focused on building hardware, software, services and end-to-end security solutions. Intel Security Group sets the stage for new levels of collaboration and innovation and will drive leadership in the industry by providing ubiquitous security and identity protection for people and businesses worldwide.



Other Locations

England, Slough;

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