Technical Support Engineer - Encryption Services
Symantec - Springfield, OR

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About Us

Responsibilities

Responsibilities:
The primary role of this position is to provide exceptional level 2 technical support to enterprise and small-medium business customers. Support will be provided by working closely with customers to analyze issues, resolve configuration problems, duplicate product issues and provide workarounds or solutions. The product areas covered will include Symantec (PGP) Universal Server and Desktop clients (including Email and Whole Disk Encryption).
  • Take incoming calls from customers and be able to work with them to isolate and resolve their level 2 technical issues
  • Troubleshoot environment, configuration and product issues
  • Gather relevant information about customer environments on level II issues so they can be efficiently redirected
  • Clearly document troubleshooting steps and resolutions
  • Filter through incoming ticket queue and prioritize workload effectivelyQualifications
Qualifications:
  • 1-5 years of industry experience in Technical Support, Professional Services, Engineering or IT
  • Proficient with Windows Desktop operating systems
  • Strong troubleshooting skills in related technologies (secure mail and data storage)
  • Ability to troubleshoot network environment, local configuration and product related issues
  • Clearly document troubleshooting steps and resolutions to strengthen knowledgebase
  • Experience with mail servers (MS Exchange and/or Lotus Notes), Active Directory/LDAP, network administration and server/client management applications
  • Strong verbal and written communications skills
Highly Desired:
  • Networking or security certifications
  • Experience with Security related or encryption technology
  • Macintosh experience a plus
  • Experience with Linux, PostgreSQL, open LDAP and/or scripting a plus

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