Tier III Technical Support Engineer - Support Engineering Operations
Job Description Job Description: As a Support Engineering Operations Engineer working for the Delivery, Support and Services Group within Intel Security, you will be the key interface between the customer and our internal Engineering and Product Management teams, working with our customers on critical escalations. It is a fast paced role where you will get the opportunity to be a customer advocate, be part of a highly technical global team and be responsible for striving for a great customer experience in every interaction - be it with customers or internal cross functional teams. We are looking for someone who is willing to go above and beyond to exceed customer expectations. This role will be primarily to support the highly rated Enterprise Network Security product line. Provide technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems. Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. Reports design, reliability and maintenance problems or bugs to design engineering/software engineering. May be involved in customer installation and training. Provides support to customer/users where the product is highly technical or sophisticated in nature. Responsibilities: Participate with members of the product development core team representing the Support organization on product decisions Work closely with Development and QA to ensure customer product issues are resolved appropriately Provide effective and timely communication to support teams Inform support teams on technical details of new product versions Provide technical support to customers on specific products, primarily over the telephone and through email, but may involve some travel. Document issues and enhancements Maintain knowledgebase and other knowledge transfer systems Create and document new remediations solutions for emerging issues Review and contribute to training content Participate in knowledge-sharing (Knowledge base content creation, Forum participation, Technical Presentations) May be expected to work after-hours or weekends as needed for critical situations
Minimum Qualifications: - Bachelors or Masters Degree in Computer Science, Computer Engineering, Telecommunications and Networking, Information Security or equivalent qualification - Excellent understanding of Microsoft / UNIX/ Linux operating systems - Strong Networking knowledge and understanding. - Excellent Knowledge of Network Security, Switching, routing/routing protocols, IP, Firewalls, VPN's. - Good Database(SQL/MySQL) skills -Strong experience in IT providing technical support at a high level - Extensive troubleshooting and testing skills (i.e. analytic, be able to narrow down on a problem, use documentation, tools, etc to troubleshoot) - Excellent communications skills (written and verbal) with the capability to tailor content to multiple levels with customers (i.e. technical / management) Must have: - Ability to coach and mentor others - Ability to multi-task and prioritize - Attention to detail - Self-motivated - Excellent organization skills - Confidently take the lead on complex, cross-product / multi-product issues - Knowledge-sharing leadership - Ability to act as a resource and handle highest level of escalation - Ability to provide technical training One or more MSCE, CCNA, CISSP, CCSP or similar industry-recognized certifications preferred Industry experience in Network Security strongly preferred Basic Knowledge of Programming/Scripting Experience in publishing technical content
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.