Product Specialist (Technical) Job
Date: Feb 10, 2014
Location: Plano, TX, US
About the Role and Responsibilities
Location: Plano, TX
About the Role:
McAfee believes that amazing things can be accomplished by diverse teams of talented individuals. Share your talents with us by joining the world's largest dedicated security technology company. McAfee delivers proactive and proven solutions and services that secure systems and networks around the world, allowing users to browse and shop the web securely. With our unmatched security expertise and commitment to innovation, McAfee helps home users, businesses, the public sector, and service providers to comply with regulations, protect data, prevent disruptions, identify vulnerabilities, and continuously monitor and improve their security. Our products are unique in how they work together to make security affordable and manageable. These days, the threats are tougher, and the perpetrators are trickier. As we have for more than 20 years, McAfee delivers superior protection that is trusted by millions of people.
The Platinum Product Specialist position is a telephone queue based technical support role working directly with McAfee's enterprise-level customers. This position requires a high level of technical knowledge of McAfee products.
Key Responsibilities:
-
The Product Specialists will be the primary point of contact for all technical support issues including, but not limited to troubleshooting, case escalation, case management, problem resolution
-
This position will be the owner of the customer's issue(s) to the point of resolution
-
The ideal candidate must also have the ability to be proactive in advising customers of solutions by recommending products and services that will enhance the customer's security
-
Act as focal point for product knowledge on which they are the leads
-
Share knowledge and provide articles to the Knowledge Base team, and communicate new product information and known issues
-
Perform duties as assigned by management
Qualifications
Required Experience/Skills & Education:
-
Minimum five years applicable experience in technical support environment with named or dedicated accounts
-
Extensive knowledge of TCP/IP Networking, hardware, protocols, LAN configuration, security architectures and LAN/WAN technologies
-
Must possess strong technical troubleshooting skills
-
Strong knowledge of security hardware, software, and management platform with emphasis on installation, troubleshooting, upgrading, integration, and client/server operations is desired
-
Associates or Bachelors Degree, especially in computer science or a related field, is desired
-
Professional organization certifications in computing fields are highly desirable
-
Progress towards, or completion of, certifications with Microsoft, Sun, or Linux is desired
-
Equivalent technical work experience, validated through references, is considered as relevant as certifications
-
Excellent writing and verbal communication skills
-
Strong personal interaction and telephone interaction skills at the business professional services level
-
Strong personal computing skills in Windows Operating Systems and Windows Server Systems
-
Solid knowledge of the use and configuration of virtual environments such as VMWare
-
Ability to multitask and prioritize job requirements in a dynamic environment.
-
Strong knowledge of the McAfee Security product lines which include the following products:
-
McAfee Virus Scan Enterprise
-
McAfee ePolicy Orchestrator
-
McAfee Agent
-
McAfee HIPS
-
McAfee Application Control and Change Control
-
McAfee Endpoint Encryption
-
McAfee SIEM Products
-
McAfee Enterprise Mobility Management
-
McAfee Security for Microsoft Exchange
-
McAfee Host and Network DLP
-
McAfee Vulnerability Manager
-
Strong technical background in Microsoft Server Operating systems to include Server 2003 and Server 2008
-
Familiarity with SQL 2005 and SQL 2008
-
Knowledge of AD and security groups
-
Familiarity with security software, mobile applications, and enterprise mobility concepts
-
Firewall concepts: Ports, NAT translation, and knowledge a plus
-
Experience with IIS 6 and 7, CSR generation, and SSL Certificates
-
DNS and name resolution skills required
-
General understanding of network infrastructure to include DMZ, Routers, Networks, Switches, and Firewalls
- Preferred:
- Tier I or II experience supporting McAfee products and advanced or emerging security technologies
- CompTIA Security, CISSP, MSCE, CCNA, or similar industry-recognized certifications
McAfee, a wholly owned subsidiary of Intel Corporation (NASDAQ:INTC), is the world's largest dedicated security technology company. We are relentlessly focused on constantly finding new ways to keep our customers safe. Share your talents with us in the dynamic security industry, and experience the meaningful, interesting work that is waiting for you!
McAfee is an Equal Employment Opportunity employer. We celebrate diversity!
Primary Location: NA-USA-TX-Plano
Position Number: 201304NMSOUR
Schedule: Full-time
Nearest Major Market: Plano
Nearest Secondary Market: Dallas
Job Segments: Cisco, Developer, Computer Science, System Administrator, Database, Technology
Apply now Location: Plano, TX
About the Role:
McAfee believes that amazing things can be accomplished by diverse teams of talented individuals. Share your talents with us by joining the world's largest dedicated security technology company. McAfee delivers proactive and proven solutions and services that secure systems and networks around the world, allowing users to browse and shop the web securely. With our unmatched security expertise and commitment to innovation, McAfee helps home users, businesses, the public sector, and service providers to comply with regulations, protect data, prevent disruptions, identify vulnerabilities, and continuously monitor and improve their security. Our products are unique in how they work together to make security affordable and manageable. These days, the threats are tougher, and the perpetrators are trickier. As we have for more than 20 years, McAfee delivers superior protection that is trusted by millions of people.
The Platinum Product Specialist position is a telephone queue based technical support role working directly with McAfee's enterprise-level customers. This position requires a high level of technical knowledge of McAfee products.
Key Responsibilities:
-
The Product Specialists will be the primary point of contact for all technical support issues including, but not limited to troubleshooting, case escalation, case management, problem resolution
-
This position will be the owner of the customer's issue(s) to the point of resolution
-
The ideal candidate must also have the ability to be proactive in advising customers of solutions by recommending products and services that will enhance the customer's security
-
Act as focal point for product knowledge on which they are the leads
-
Share knowledge and provide articles to the Knowledge Base team, and communicate new product information and known issues
-
Perform duties as assigned by management
Qualifications
Required Experience/Skills & Education:
-
Minimum five years applicable experience in technical support environment with named or dedicated accounts
-
Extensive knowledge of TCP/IP Networking, hardware, protocols, LAN configuration, security architectures and LAN/WAN technologies
-
Must possess strong technical troubleshooting skills
-
Strong knowledge of security hardware, software, and management platform with emphasis on installation, troubleshooting, upgrading, integration, and client/server operations is desired
-
Associates or Bachelors Degree, especially in computer science or a related field, is desired
-
Professional organization certifications in computing fields are highly desirable
-
Progress towards, or completion of, certifications with Microsoft, Sun, or Linux is desired
-
Equivalent technical work experience, validated through references, is considered as relevant as certifications
-
Excellent writing and verbal communication skills
-
Strong personal interaction and telephone interaction skills at the business professional services level
-
Strong personal computing skills in Windows Operating Systems and Windows Server Systems
-
Solid knowledge of the use and configuration of virtual environments such as VMWare
-
Ability to multitask and prioritize job requirements in a dynamic environment.
-
Strong knowledge of the McAfee Security product lines which include the following products:
-
McAfee Virus Scan Enterprise
-
McAfee ePolicy Orchestrator
-
McAfee Agent
-
McAfee HIPS
-
McAfee Application Control and Change Control
-
McAfee Endpoint Encryption
-
McAfee SIEM Products
-
McAfee Enterprise Mobility Management
-
McAfee Security for Microsoft Exchange
-
McAfee Host and Network DLP
-
McAfee Vulnerability Manager
-
Strong technical background in Microsoft Server Operating systems to include Server 2003 and Server 2008
-
Familiarity with SQL 2005 and SQL 2008
-
Knowledge of AD and security groups
-
Familiarity with security software, mobile applications, and enterprise mobility concepts
-
Firewall concepts: Ports, NAT translation, and knowledge a plus
-
Experience with IIS 6 and 7, CSR generation, and SSL Certificates
-
DNS and name resolution skills required
-
General understanding of network infrastructure to include DMZ, Routers, Networks, Switches, and Firewalls
- Preferred:
- Tier I or II experience supporting McAfee products and advanced or emerging security technologies
- CompTIA Security, CISSP, MSCE, CCNA, or similar industry-recognized certifications
McAfee, a wholly owned subsidiary of Intel Corporation (NASDAQ:INTC), is the world's largest dedicated security technology company. We are relentlessly focused on constantly finding new ways to keep our customers safe. Share your talents with us in the dynamic security industry, and experience the meaningful, interesting work that is waiting for you!
McAfee is an Equal Employment Opportunity employer. We celebrate diversity!
Primary Location: NA-USA-TX-Plano
Position Number: 201304NMSOUR
Schedule: Full-time
Nearest Major Market: Plano
Nearest Secondary Market: Dallas
Job Segments: Cisco, Developer, Computer Science, System Administrator, Database, Technology
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