Technical Support Engineer – McAfee

Job ID: 13925
Job Title: Technical Support Engineer
Organization Name: McAfee
No of Openings: 3
Wage/Salary: DOQ
Employment Start Date: May 2011
Job Description: Springboard your career by joining our great team in St. Paul!

– Provide proactive and reactive assistance to all external customers
– Provide overall escalation management and technical solutions when issues are reported to them, including but not limited to, review of open issues on a daily basis, updating our customers on the status of their escalated cases, and assisting in the reproduction of issues
– Ensure that all of the required files are gathered and available prior to escalating an issue to our Tier II team
– Establishing effective lines of communication with our Tier II team and management to ensure cases are flagged that require immediate attention
– Log all issues into MAX, updating activities to cases, and escalate cases
– Perform duties as assigned by management
– Provide proactive assistance to your specific product
– Trouble-shoot/qualify cases before escalating into Tier-II
– Record and document all issues related to customers both internal and external
– Conference call availability to resolve product issues
– Log all testing, troubleshooting and research done in process of resolution
– Responsible for Customer and Internal Updates
– Produce articles for submission into the current knowledgebase
– Maintain a high level of knowledge and professionalism
– Creation of product troubleshooting guides to assist support teams
– Provide effective and timely communication to support teams
– Document issues within the call tracking system
– Maintain a current level of knowledge on McAfee products and new vulnerabilities and/or threats
– Be available and accessible to fellow co-workers
– Maintain a friendly, open, approachable, positive attitude

Qualifications: – This is an entry level position intended for a new college graduate within the last 3 years
– B.S. in Computer Science or related field
– Strong understanding of Unix (or Linux)
– Windows knowledge also required
– Experience with networking, TCP/IP, DNS, HTTP/HTTPS, LDAP, SMTP
– Basic level knowledge of security and information gathering tools like nslookup, traceroute, ping, wireshark, tcpdump, netstat
– Basic experience with programming/scripting is desirable, but not required
– Basic experience with routers, switches, proxies, or firewalls is desirable
– Strong problem solving skills
– 1 year of experience in customer care/customer support
– Ability to multi-task and prioritize job requirements
– Effective problem resolution
– Ability to communicate at multiple levels with customers (i.e. technical / management)
– Excellent at providing positive customer service
– Advanced writing and verbal skills
– Ability to support multiple products simultaneously
– Self-motivated (takes initiative)
– Network or security related certifications such as CISSP, CISA, CISM, or CCNP highly desirable

Application Instructions: Please apply on-line at
On-line Application Address :

Contact Information
*First Name: Jessi
Middle Initial:
*Last Name: Howard
Address Line 1: 2340 Energy Park Drive
Address Line 2:
City: St. Paul
State: MN
Zip: 55108
Map of Address Above: Online Map
Phone: 651-628-5342

Posting Information
Job Location: St. Paul, MN
Job Category:
Customer Service
Information Management
Programming/Software Development
Position Type:
Full-time Entry Level
Applicant Type:
Minimum GPA:
Graduation Start:
Graduation End:
*Post Date: 3/29/2011
*Expiration Date: 8/1/2011

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