Sr. Ass. Technical Support Engineer/ Fluent French

Business Introduction:
With the mission of bringing together the biggest market share in the area of cyber security, network security, endpoint security, threat research, malware research, cloud security, we work together for a common goal of shaping the company’s future by designing and building the best-in-class robust and scalable security products for consumer and enterprise customers. As industry top performers, we aim to develop optimized high performance system software solutions with high availability and reliability.

The Sr. 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.

General Description
Provide end-to-end service request ownership, collaborating with all levels within support that are
required to identify and implement a technical solution to the customer. On-going review of open
service requests, updating our customers on the status of their service requests, and assisting in
the reproduction of issues.

What we offer:
Training program and extensive online learning resources
Career development opportunities and management career growth support
Quarterly and Annual bonuses
Generous pension contributions
Healthcare
Life Assurance
Generous vacation allowance
Permanent working contract

Principal Duties and Responsibilities
Provide proactive and reactive assistance on McAfee product issues to all external customers
Record and document all issues related to customers both internal and external
Log all testing, troubleshooting and research done in process of resolution
Provide effective and timely communication to support teams
Responsible for Customer-facing and Internal Updates
Document issues within the call tracking system
Assess and understand the impact, severity and urgency of issues
Maintain a friendly, open, approachable, positive attitude
Be available and accessible to fellow co-workers
Set and manage expectations with customers, including regular and timely communications (daily)
Full ownership of technical issues until resolution provided
Provide proactive troubleshooting assistance to your specific product(s)
Be available for conference calls / remote sessions to resolve product issues
Create/update Knowledge Base articles and product troubleshooting guides to assist support
Maintain a high level of knowledge on McAfee products and new vulnerabilities and/or threats
Aim to identify known/unknown unresolved product defects and escalate to Engineering with
speed and precision
Assist customers with the implementation of workarounds/solutions
Identify data requirements and assist with data collection
Identify and seize opportunities to teach the customer about product usability, best practices
and troubleshooting techniques
Identify and share opportunities for formal training, professional services consultations and
product upsells


Our Mission:
To relentlessly protect all that matters through leading edge cyber security, from your workplace to your home and everywhere in between.

Our Vision:
To enable a world where cyber security is so consistent, reliable and effective that it becomes a trusted foundation in our lives – like clean air and water. Our technology enables the world to fully realize the transformative power of the digital age, by protecting all that matters. By doing our job well, we drive limitless innovation, securely.

Our Values:
We live our values day in and day out, do you think you can live our values with us? If you can, don’t think, just connect with us. Together is power.

We achieve Excellence with Speed and Agility

We Play to Win or Don’t Play

We Innovate without Fear

We Practice Inclusive Candor and Transparency

We Put the Customer at the Core


McAfee is an Equal Opportunity Employer

Technical
Technical Mindset
Effective problem solving skills
Ability to support multiple products simultaneously
Knowledge of current technological developments/trends in area of expertise.
Creation of KB articles / technical documents
Ability to participate in technical forums and provide inputs
Ability to come up with innovative solutions, and document them.
Experience in managing Global Enterprise Customers

Non-technical
Customer and Personal Focus
Customer-focused and excellent at providing positive customer service
Strong written and verbal communication skills
Self-motivated (takes initiative)
Ability to multi-task and prioritize job requirements
Coaching and mentoring abilities
Keen sense of ownership of technical issues of McAfee's Enterprise customers
Team player with ability to stretch (time-wise) when required
Ability to work in high-pressure environment without compromising on quality
Skills in planning, organizing and adapting within a multi-tasking environment
Ability to communicate technical information to non-technical personnel
Must be fluent in French language

Preferred
B.S. in Computer Science, Security or related field
Network or security related certifications
Excellent knowledge / certifications of Microsoft Windows
Mac OS and Linux/Unix knowledge
Willingness to work in shifts (including night shift – APAC Specific)

Training program and extensive online learning resources
Career development opportunities and management career growth support
Quarterly and Annual bonuses
Generous pension contributions
Healthcare
Life Assurance
Generous vacation allowance
Permanent working contract
Standard working hours Monday to Friday