The responsibilities include but not limited to:
- Deployment and Configuring Windows devices with Microsoft AutoPilot white-glove provisioning, Microsoft InTune and Azure AD
- IT Support to McAfee employees via ServiceNow ticketing system (L2 level support)
- Advanced troubleshooting experience in for on-site employees on incidents of hardware break fixes, network print solutions (desktop/laptop, printer, mobile device, network peripheral)
- Field incoming help desk calls and emails, providing high-quality customer service and desktop support with a goal of first call resolution.
- Record, categorize and prioritize inbound incident and service requests and escalate to the appropriate function or queue when necessary
- Timely and consistent completion of assigned tickets/queues, ensuring accurate and complete information.
- Train and mentor new employees as well as off-board leaving employees along with asset recovery.
- Basic knowledge of O365 applications and networking troubleshooting (DHCP, DNS, VLAN, Switch Ports, Group Policies)
- Windows advanced level troubleshooting experience.
- Experience on managing user accounts from the ServiceNow, Microsoft Azure Active Directory and Cayosoft Web Admin portal.
- Assisting user’s Cisco VPN connection troubleshooting and managing two factor authentication for new and existing employees with DUO Portal
- Supporting McAfee employees to configure personal devices Microsoft InTune MDM solution
- Supporting and configuring McAfee employees Apple devices via JAMF and our Self-Service application
- Troubleshoot remote users via LogMeIn rescue apps
- Administering McAfee Security Products Solutions for Clients (MVISION ePO server)
- Follow documentation procedures to record the resolution or client need, recording all relevant information in ticketing system.
- Conduct regular training of new and existing employees to familiarise them with new technologies as well as assist in transition to latest applications
- Work with vendors, contractors and PoCs in different APAC countries to coordinate IT project works in McAfee offices as well as remote sites
- Vendor on-boarding, logging a case ID on the vendor support portal and submitting purchase requests
- Excellent customer service experience
- Be an active participant in the continuous improvement process.
Position Requirements
·College diploma or University degree in the field of Computer Science or equivalent field and/or related experience with 4-6 years of end user support
·Exceptional written and oral communication skills
·Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills
·Motivated to pursue technical certifications and further education
·Highly self-motivated and directed, in a fast-paced team environment
·Sharp attention to detail with proven analytical and problem-solving abilities.
·Effective time management in working on internal tasks as well as with external vendors
·Displays fundamental leadership skills when working with junior-level employees
·Able to design, lead and execute project plans approved by the Infrastructure Manager
·Capable of assembling and coordinating a small team to execute short-term goals and operations
·Can interpret customer needs and translate to technical deliverables
Company Benefits and Perks:
We work hard to embrace diversity and inclusion and encourage everyone at McAfee to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.
- Pension and Retirement Plans
- Medical, Dental and Vision Coverage
- Paid Time Off
- Paid Parental Leave
- Support for Community Involvement
