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Job Description: The Tier II/Product Specialist Support Engineer’s main responsibility is to provide technical support to both internal McAfee and external customers. The Tier II/Product Specialist Support Engineer will provide overall escalation management and technical solutions as well as be able to communicate effectively with customers, sales people, management, and fellow technical support engineers. Tier II/Product Specialist Engineers are also relied on as subject matter experts in their fields, proactively documenting technical solutions as well as creating and delivering training around their area of expertise. Core Requirements: • Fluent in Spanish (speak, read, write), Portuguese is a plus • Fluent in Portuguese (speak, read, write), Spanish is a plus • Excellent verbal and written communication skills • Strong, proven, customer service soft skills • Ability to multi-task, prioritize job requirements, and meet deadlines • Strong personal organization skills • Ability to effectively communicate status updates to various audiences, including customers, sales, management, and peers. • Strong documentation skills • Friendly and approachable personality with positive attitude • Strong troubleshooting/systematic fault isolation skills • Ability to maintain poise and professionalism under pressure • Ability to provide technical training to groups of students • Self-motivated • Willingness to work after hours as needed for high severity issues Product specific requirements: Encryption/DLP: • Knowledge of TCP/IP and LAN technologies • Understanding of Windows Operating system • Understanding of Linux Operation systems • Working knowledge of Active Directory • Working knowledge of server and PC Hardware and boot process • Working knowledge of basic encryption theory • Strong log analysis skills • Ability to work with SQL databases
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.