About the role
Be part of a team that strives to make the digital world a safer place to work and play, where we raise awareness of cyber issues and contribute resources to our communities, reinforcing our place as a world-class technical community.
What will we do for you?
For over 15 years we have trained our engineering team to be able to cope with interesting, complex and diverse technical issues from small companies through to large enterprise corporations.
We believe in supporting new engineers in their training with industry-recognized qualifications , as they prepare to work directly with our customers.
Engineers are developed in all aspects of the role from customer services skills and specific vendor certifications and with a team of experienced engineers on hand to help;
so you’ll never be without guidance and you won’t be thrown in the deep end, as we will support you from day 1. We have an established training program to help you develop practical skills and experience in a range of technologies.
We will tailor your development to your particular skill set, and we will ensure that we hone your technical, customer service and professional skills.
Key Responsibilities and Skills
Act as a trusted adviser by providing technical support to Global Enterprise-level Customers and Partners on Symantec Security Products;
Researches on a wide array of technical topics such as Operating Systems, Infrastructural Technologies and Symantec Software Products;
Applies specialized knowledge, analytical practices and procedures to analyze, diagnose and resolve issues in unique and often complex enterprise environments;
Effectively communicates procedural and technical issues to internal and external customers / stakeholders in an enterprise environment;
Participates and possibly leads conference calls with customers and 3rd party Teams / Vendors;
Manages own schedule of cases, which includes determining priority levels and negotiating and setting expectations with customers;
Interface with Sales, Services, Engineering, Product Management, and Support Management when necessary to prioritize customer requests;
Collaborate with other support engineers, delivering in-the-moment coaching and guidance;
Comfortable working in an on-call model;
Develop documentation and the Technical Support Knowledge Base to reduce troubleshooting time and drive faster issue resolution;
Engage in on-going training and departmental development, along with self-learning;
Develop in-depth knowledge of the products, functions, and diagnostic capabilities, as well as the security ecosystem.
Attend training and complete ongoing self-study to maintain and improve product and process knowledge, and soft skills;
Develop and deliver training on troubleshooting techniques, and skill refresh to other support engineers, product specialists, and partners as needed.
Skills & Qualifications :
Extensive working knowledge (Symantec) and experience troubleshooting applications and platform faults in enterprise environments;
MCSA, MCSE, CCNA, CompTIA Security+ or relevant industry certifications;
Hands-on experience across the following core technologies including : Operating Systems such as Windows Server / Client and Linux, MacEnterprise Level Infrastructure Technology : Active Directory, Domain Name System (DNS), DHCPNetworking Fundamentals : TCP / IP, Packet Switching, Routing, firewall, Network Topologies and Security.
Firewalls, Intrusion Detection System Brands & technologies, Packet sniffers and Vulnerability Network Scanners would be an added advantage.
Working knowledge in the following :
Knowledge on virtualization technologies : VMWare, Hyper-V added advantage;
Scripting or programming concepts added advantage (Java, Python);
Working knowledge of Relational Database principles and methodologies (SQL, Oracle);
working knowledge of Proxy, SSL, certificates;
Advanced troubleshooting and debugging skills;
Proven capability to own, drive and take responsibility;
Ability to multitask, prioritizes, and works well under pressure;
Windows / Linux
Expert Level understanding of Windows Server Concepts, experience with Windows Server 2008, 2012 and onward is required;
Solid hands-on experience in troubleshooting Windows OS and application-related issues;
Experience with Network principles & technologies (including TCP / IP stack, Firewalls and RPC);
Working knowledge on Active Directory, DNS, DHCP;
Experience with Linux OS Administration is an added advantage.
Tools / Utilities
Knowledge of Sysinternals tools like Process Monitor, Process Explorer and Procdump;
Should know how to configure and analyze a Wireshark / Netmon Trace;
Should know how to analyze memory dumps using Windbg and DebugDiag (desired).