Technical Support Engineer - Tier II Location: 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 agentsResolve queries that come in via telephone or portalMeet key metrics and goals centered around customer satisfactionProvide overall escalation management and technical solutions when issues are reportedReview open issues on a daily basis, update our customers on the status of their escalated cases, and assist in the reproduction of issuesEstablishing effective lines of communication with our Tier III team and management to ensure cases are flagged that require immediate attentionShare knowledge, provide articles to the Knowledge Base team, and communicate new product information and known issuesProvide technical problem resolution and fully document the resolution in the call tracking systemParticipate in an on-call bridges for high severity incidentsCreate and deliver instructor-led training for Tier 1 support groups
Inside this Business Group
Must have: Several years' experience in a comparable roleStrong UNIX/Linux background and experienceStrong Networking skills Fluent French Strong working and theoretical understanding of the OSI Layer model.Troubleshooting experience in solving complex technical problemsAbility to communicate at multiple levels with customers (i.e. technical / management)Excellent at providing positive customer serviceAbility to support multiple products simultaneousDesirable B.S.C. in Computer Science or related fieldUnderstanding 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 WiresharkAbility to read and understand scripts to locate where issues are occurringUnderstanding of device hardwareWhat 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.
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.