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Consultant, Symantec Support L2

2.00 to 5.00 Years   Noida   27 Mar, 2020
Job LocationNoida
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaCustomer Care Executive
EmploymentTypeFull-time

Job Description

Consultant, SymantecSupportL2

  • Perform 2nd Level Support for Symantec Endpoint Protection and Crowdstrike Endpoint protection
    • Reporting, auditing, alerting
    • Policy creation and management
    • Exception creation and management
    • Client management
  • Serve as escalation technician for inbound support requests to receive, triage and facilitate resolution for internal customers.
  • Communicate and coordinate frequently with end users as well as with local, regional, and global support teams
  • Identify patterns in end-user issues/tickets and escalate to 3rd level support team/architects
  • Support the technical research and analysis activities performed by the 3rd Level Support team to identify root causes and test resolution
  • Work closely with Active Systems Service Owner to meet or exceed ticket SLA metrics
  • Contribute to analysis of incident flows and create process improvement opportunities
  • Review, update and enhance internal Knowledge Base
  • Develop standard materials in support of Client Information Security
  • Performs other duties as assigned
Qualifications Minimum qualifications
  • B.Tech / B.Sc / MCA
Preferred qualifications
  • Experience with supporting and troubleshooting any endpoint protection product (Symantec a plus)
  • Focuses on excellent customer service and needs of the user community
  • Able to respect all Client information as personal and confidential
  • Understanding of general networking including LAN/VPN connectivity
  • Scripting: experience with scripting or reverse engineering scripts in PowerShell
  • Ability to successfully deliver in a fast-paced environment and under time pressure
  • Analytical mindset is a strong plus
  • Strong team player
  • Security+ a plus
  • Relevant professional experience in information technology
  • Strong written and verbal communication skills
  • Strong English language skills
  • Maintain up-to-date knowledge of the Security industry as it relates to the client including:
  • Standards, regulations and legislation
  • Threats and vulnerabilities
  • Technologies and solutions
  • Industry best practices
  • Client requirements and concerns
Provide input and represent client interests in the areas of:
  • Security Policy
  • Asset Classification and Control
  • Communications and Operations Management
  • Access Control
  • Business Continuity Management
  • Compliance and Audit
  • Incident Response and Investigation
,

Keyskills :
symantec endpoint protectioncustomer focus customer serviceenglish language technical researchprocess improvement reverse enginee

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