McAfee, Inc. Associate Technical Support Engineer in Plano, Texas

Job Description

Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems. Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software.

  • Maintain high availability for inbound calls / Service Portal submissions

  • Provide proactive and reactive assistance to all external customers

  • Assess and understand the impact, severity and urgency of issues

  • Understanding of and ability to ask open-ended/close-ended/probing questions

  • Troubleshoot customers McAfee product issues using knowledge, tools and other internal resources

  • Record and document all issues/activities related to customers both internal and external

  • Log all testing, troubleshooting and research done in process of resolution

  • Identify data requirements and assist with data collection

  • Assist customers with the implementation of workarounds/solutions

  • Facilitate conference calls / remote sessions to resolve product issues

  • Full ownership of technical issues until resolution provided

  • Set and manage expectations with customers, including regular and timely communications (daily)

  • Identify and seize opportunities to teach the customer about product usability, best practices

  • Ability to teach complex topics

  • Maintain a high level of product knowledge

  • Maintain a high level of professionalism

  • Be available and accessible to fellow co-workers

  • Maintain a friendly, open, approachable, positive attitude

  • Understand and apply active listening skills

Qualifications

The Associate Technical Support Engineer (TSE) provides front line support to McAfee corporate customers, utilizing personal knowledge, tools and resources within McAfee to understand customer issues, frame the service request and provide known solutions to customers quickly in a professional manner.

McAfee prohibits discrimination based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.