Job Purpose: The Level 1 Technical Support Engineer provides front-line technical support for customers using Symantec Endpoint Security and Symantec Network Protection products including network and security settings, for both on-premise and cloud implementations. Assists senior technicians in design, configuration, development and support of widely shared, complex and critical infrastructure. This position supports 24x7 operations and works closely with L2/L3 engineers, onsite technicians, and service delivery teams to restore service and maintain system availability . Evaluates, tests and installs complex security patches and bug fixes as needed. Ensures appropriate failover solutions are implemented and tested to meet business continuity needs. Provides global support to resolve compute and storage infrastructure outages and to help diagnose application problems. Ensures backout plans are created and executable in the event of an implementation problem. Continually updates skillset and stays abreast of technologies trends and developments. May also provide technical guidance to Associate System Engineers.
Responsibilities: - Serve as the first point of contact for customer technical support requests related to Symantec Endpoint Security and Network Protection. (35%)
- Designs, configures, and implements server and storage solutions to enable projects, and provide ongoing capacity to operate local and global TD SYNNEX applications. These include TD-owned platforms as well as cloud platforms. (25%)
- Provides full operational support for regional network services the provide customer access to revenue-generating applications and colleague access to systems used to run the company and support customers, with limited assistance from more senior engineers in mission critical and/or highly complex situations. (25%)
- Creates and maintains technical documentation, and ticketing system in accordance with ITIL processes. (5%)
- Analyzes vendor invoices for accuracy, maintains inventory and orders equipment (5%)
- Seeks and leverages opportunities to expand knowledge and skill base (5%)
Knowledge, Skills and Experience: - 1 to 3 Years of relevant work experience.
- Associate degree with Systems Engineering or Related field of study preferred.
- Other Education / Certifications: CompTIA Security +, or CISSP (Certified Information Systems Security Professional) or equivalent experience preferred .
- Symantec / Broadcom training or certifications are a plus.
- Ability to follow defined processes and troubleshooting procedures/ r equest clarification when needed.
- Remotely support onsite technicians by following OEM repair procedures and checklists .
- Able to recognize and attend to important details with accuracy and efficiency.
- Able to communicate clearly and convey necessary information. Create, update, and manage service requests in the ticketing system in accordance with ITIL processes .
- Identify incident severity, business impact, and appropriate priority level.
- Able to create and conduct formal presentations.
- Possesses strong multi-cultural interpersonal skills.
- Possesses strong organizational and time management skills, driving tasks to completion.
- Able to constructively work under stress and pressure when faced with high workloads and deadlines.
- Able to maintain and promote social, ethical, and organizational standards in conducting internal and external business activities.
- Able to work independently with minimum supervision.
- Able to maintain confidentiality of sensitive information
- Able to build solid, effective working relationships with others.
- Able to exhibit ability to be sensitive to the needs, concerns, and feelings of others.
- Able to quickly learn new systems and technology.
- Able to use relevant computer system applications at an advanced level
Working Conditions:- Consistent non-standard work or overtime as business requires.
- On-call availability required as necessary.
- Professional, office environment.
Key SkillsCustomer Technical Support, Endpoint Security, ITIL Processes, Networking Fundamentals, Security
At Shyft Global Services, a TD SYNNEX Company, our values guide everything we do: Together, We Own It, We Dare to Go, We Grow and Win, and above all, We Do the Right Thing. These principles shape how we work with each other, our partners, and our communities as we drive innovation and create lasting impact.
What’s In It For You?- Elective Benefits: Our programs are tailored to your country to best accommodate your lifestyle.
- Grow Your Career: Accelerate your path to success (and keep up with the future) with formal programs on leadership and professional development, and many more on-demand courses.
- Elevate Your Personal Well-Being: Boost your financial, physical, and mental well-being through seminars, events, and our global Life Empowerment Assistance Program.
- Diversity, Equity & Inclusion: It’s not just a phrase to us; valuing every voice is how we succeed. Join us in celebrating our global diversity through inclusive education, meaningful peer-to-peer conversations, and equitable growth and development opportunities.
- Make the Most of our Global Organization: Network with other new co-workers within your first 30 days through our onboarding program.
- Connect with Your Community: Participate in internal, peer-led inclusive communities and activities, including business resource groups, local volunteering events, and more environmental and social initiatives.
Don’t meet every single requirement? Apply anyway. At Shyft Global Services, a TD SYNNEX Company, we’re proud to be recognized as a great place to work and a leader in the promotion and practice of diversity, equity and inclusion. If you’re excited about working for our company and believe you’re a good fit for this role, we encourage you to apply. You may be exactly the person we’re looking for!
We are an equal opportunity employer and committed to building a team that represents and empowers a variety of backgrounds, perspectives, and skills. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, gender identity or expression, sexual orientation, protected veteran status, disability, genetics, age, or any other characteristic protected by law.
