Technical Support Engineer
Core
First point of contact and trusted advisor for Symantec's Global Enterprise customers and partners in the APAC region, resolving complex technical issues via phone, email, and web.
Role type
Senior Technical Support Engineer (Enterprise Security)
Builds
Customer satisfaction and resolution for enterprise security products
Domain
Cybersecurity / Enterprise Networking / Infrastructure
Deliverable
client delivery
Required skills
Advanced troubleshooting, TCP/IP stack, Routing, NAT, DNS, DHCP, Windows Server administration, Active Directory, SQL, Wireshark, VPN, RADIUS, LDAP, firewall configuration
Preferred skills
CCNP, CCIE, CISSP, Linux administration, Virtualization (VMWare, Hyper-V), Scripting, Intrusion Detection Systems, Vulnerability Scanners
Technologies
Symantec Security Products, Windows Server 2008/2012, Linux, SQL, Oracle, Wireshark, SnifferPro, VMWare, Hyper-V, Active Directory, Exchange
Responsibilities
Diagnose and resolve complex software, hardware, and networking issues; act as trusted advisor for enterprise accounts; collaborate with cross-functional teams to prioritize requests and define bugs; document interactions and contribute to the Technical Support Knowledge Base; deliver training and coaching to the support organization; participate in product design reviews and beta testing.
Seniority
Senior, hands-on IC