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SECURITYFOCUS JOBS - NEW OPPORTUNITY
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JOB DESCRIPTION
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Position: Technical Support Engineer
Location: Manhattan, New York, US
Type: Permanent P/T
Closing Date: 05/28/2005
I have a full time Technical Account Manager position working in Manhattan, NY
for a large internet security corporation This position will pay a base salary,
annual bonus, stock options and benefits.
If you are interested in the job as described below please email me your word
resume ,resumes will not be considered without the following information
• 5 or more bullet points on why you best suited for this job, this is
important because when I present your resume to my client you can articulate
your skills better than I can and I want you to have the best shot at getting
an interview!!!
• your current salary
• desired salary range
• US Work authorization
• Dates and times you are available to interview
• Date you would be available to start work
DESCRIPTION OF FUNCTION AND RESPONSIBILITES: The Local Technical Account
Manager (TAM) is an assigned, 24 x 7 support contact for Platinum level
customers. The Local TAM will work in a fast-paced environment where the
day-to-day support of the Platinum customers will be their primary
responsibility. Account management and technical support is provided based on
Service Level Agreements requiring contact and or response to the customer
within 30 minutes when paged, 1 hour of receiving voice mail, and 4 hours of
receiving an e-mail.
This TAM position is designed to have a dedicated Platinum Support Engineer
that lives within a region example: Eastern, West and Central USA. A TAM in
this position will be the primary point of contact for all Platinum Support
issues, to include but not limited to: data entry, escalation of issues,
testing, and problem resolution.
The Local TAM will provide overall account management and technical solutions
to the customers on all products with a high focus on pro-active support. This
includes but is not limited to speaking/working with the designed primary
Customer contact on a daily/weekly basis or as preferred by the customer.
The Local TAM is also responsible for establishing effective lines of
communications with the Regional Platinum Support team Manager, Sales Account
Managers, Tier 3 Engineers, and Development.
Pro-active support by the TAM is also an important part of this job. Pro-active
support includes, but is not limited to, notification of new DAT files or
Product versions within 24 hours of release known bugs or fixes to existing
products product enhancements or upgrades weekly newsletter and providing
alerts of new viruses, threats, vulnerabilities and solutions from McAfee
and/or other vendors, when required.
The Local TAM will also provide technical problem resolution for all products
used by the customer and will fully document problem resolution in the McAfee
call tracking system (Connect Care).
The TAM is the person that will escalate unresolved problems to the appropriate
escalation points and will track issues until resolved. The TAM is responsible
for providing regular status updates of the problem, progress reports and
resolution to the customer.
The TAM will also be required to perform other duties as assigned.
Thank you and I look forward to hearing from you.
Theresa Irwin
Recruiter, Adecco Technical
972-980-0510
JOB REQUIREMENTS
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EXPERIENCE REQUIRED: Minimum five years applicable experience in technical
support environment including background in working with named or dedicated
accounts. Prior applicable experience with named or dedicated accounts in a
technical support environment and learning new technologies while supporting
existing products. Also requires extensive knowledge of TCP/IP Networking,
hardware, protocols, LAN configuration, security architectures and LAN/WAN
technologies. Tier I, II or Platinum experience supporting McAfee products and
advanced or emerging technologies strongly preferred.
QUALIFICATIONS/EDUCATION:
Must possess strong technical account management skills
Strong knowledge of security hardware, software, and management platform with
emphasis on installation, troubleshooting, upgrading, integration, and
client/server operations is desired.
Associates degree or Bachelors degree, especially in computer or technical
related fields are desired.
Professional organization certifications in computing fields are highly
desirable.
Progress towards or completion of certifications with Microsoft, Sun, or Linux
is desired.
Equivalent technical work experience, validated through references, is
considered as relevant as certifications.
At least two years of full time experience in customer care/customer technical
support
Excellent writing and verbal communication skills
Strong personal interaction and telephonic interaction skills at the business
professional services level
Strong personal computing skills in Windows 2K, XP, and 2003
Ability to multi-task and prioritize job requirements
Strong knowledge of the Security product lines.
Requires at least 3 years of experience in desktop support or equivalent.
CompTIA Certified Required
CISSP Certified (within 6 months of hire date)
CONTACT
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Theresa Irwin
Recruiter
Adecco
theresa.irwin@adeccona.com
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SECURITYFOCUS JOBS
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