1. 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.
2. Conduct Thorough Root Cause Analysis For Escalated Incidents, Implementing Effective Solutions To Resolve Technical And Security Issues, Thereby Minimizing Recurrence.
3. Engage In Value-Adding Activities Such As Updating And Managing The Knowledge Base, Training New Team Members, And Coaching Analysts To Enhance Team Capabilities.
4. Resolve Complex Support Tickets Within Agreed Slas, Collaborating With Cross-Functional Teams To Ensure Seamless Operations And Maintain An Optimal Security Posture.
5. 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.
1. In-Depth Knowledge Of Symantec Endpoint Protection And Edr.
2. Solid Troubleshooting Skills For Complex Technical Issues.
3. Strong Understanding Of Root Cause Analysis Methodologies.
4. Familiarity With Support Ticketing Systems And Sla Management.
5. Excellent Communication And Coaching Skills.
