Senior Administrator - Symantec Email Security, Endpoint Security

Teknik, data och digitalt · Mjukvaru- och webbutveckling · Mjukvaruutveckling · Cybersäkerhet

I korthet

This Senior Administrator role focuses on advanced technical support and operations management for Symantec Email Security and Endpoint Security. Responsibilities include troubleshooting complex incidents, conducting root cause analysis, and ensuring efficient resolution of technical and security issues to maintain a strong security posture and high customer satisfaction.

Ansvarsområden

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.

Krav

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.

Önskade kvalifikationer

Optional but valuable certifications: Symantec Certified Specialist (SCS), ITIL Foundation Certification

Förmåner

Supercharge your potential
Find your career
Find your spark
A place that knows that helping its customers stay on top starts by putting its people first.

Färdigheter

Symantec Endpoint ProtectionEDRRoot Cause AnalysisITIL

#Symantec Email Security#Endpoint Security#Technical Support#Root Cause Analysis#SLA Management#ITIL Foundation

Om 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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