Senior Administrator - Symantec Email Security, Endpoint Security

Technology, Data & Digital · Software & Web Development · Software Engineering · IT Support

In short

The Sr. Symantec Support Administrator in Bengaluru is responsible for advanced technical support, troubleshooting complex incidents related to Symantec Endpoint Protection and EDR, and conducting root cause analysis to enhance the organization's security posture. This role contributes to customer satisfaction by ensuring efficient resolution of technical issues and maintaining high support standards, including knowledge base management and training new team members.

Responsibilities

Provide advanced technical support by troubleshooting complex incidents related to Symantec Endpoint Protection and EDR, ensuring timely resolution in alignment with quality standards and regulatory requirements.
Conduct thorough root cause analysis for escalated incidents, implementing effective solutions to resolve technical and security issues, thereby minimizing recurrence.
Engage in value-adding activities such as updating and managing the knowledge base, training new team members, and coaching analysts to enhance team capabilities.
Resolve complex support tickets within agreed SLAs, collaborating with cross-functional teams to ensure seamless operations and maintain an optimal security posture.
Ensure a positive customer experience and high Csat scores by achieving first call resolution, minimizing rejected resolutions and case reopenings, and proactively addressing potential security threats.

Requirements

In-depth knowledge of Symantec Endpoint Protection and EDR.
Solid troubleshooting skills for complex technical issues.
Strong understanding of root cause analysis methodologies.
Familiarity with support ticketing systems and SLA management.
Excellent communication and coaching skills.

Desired Qualifications

Symantec Certified Specialist (SCS) is optional but valuable.
ITIL Foundation Certification is optional but valuable.

Benefits

Supercharge your potential, find your career, and find your spark at HCLTech.
HCLTech puts its people first, knowing that helping customers stay on top starts with its employees.
Global technology company with over 230,000 people across 60 countries.
Industry-leading capabilities centered around digital, engineering, cloud, and AI.
Work with clients across all major verticals, providing industry solutions.

Skills

Symantec Endpoint ProtectionEDRTroubleshootingRoot Cause AnalysisTicketing SystemsSLA ManagementCommunicationCoaching

#Symantec#Email Security#Endpoint Security#Technical Support#Operations Management#Troubleshooting#Root Cause Analysis#Security Posture#IT Operations

About HCLTech

Supercharging progress through technology and innovation

HCLTech is a global technology company, home to 219,000+ people across 54 countries, delivering industry-leading capabilities centered around digital, engineering and cloud, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending September 2022 totaled $12.1 billion. To learn how we can supercharge progress for…

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