Enterprise Solutions, Inc is a Technology intensive Solutions and Services company. We develop and deliver Software and Engineering Solutions & Services to our Enterprise partners; we work relentlessly to keep our clients happy; and we measure our business success with the trust we earn from them. We aim to improve client profit, proficiency & productivity.

Technical Support Analyst II

Job Description:

The Tier II/Product Specialist Support Engineer's main responsibility is to provide technical support to both internal McAfee and external customers. The Tier II/Product Specialist Support Engineer will provide overall escalation management and technical solutions as well as be able to communicate effectively with customers, sales people, management, and fellow technical support engineers. Tier II/Product Specialist Engineers are also relied on as subject matter experts in their fields, proactively documenting technical solutions as well as creating and delivering training around their area of expertise.

Core Requirements:

• Fluent in Spanish (speak, read, write), Portuguese is must

• Excellent verbal and written communication skills

• Strong, proven, customer service soft skills

• Ability to multi-task, prioritize job requirements, and meet deadlines

• Strong personal organization skills

• Ability to effectively communicate status updates to various audiences, including customers, sales, management, and peers.

• Strong documentation skills

• Friendly and approachable personality with positive attitude

• Strong troubleshooting/systematic fault isolation skills

• Ability to maintain poise and professionalism under pressure

• Ability to provide technical training to groups of students

• Self-motivated

• Willingness to work after hours as needed for high severity issues

Product specific requirements:

SIEM:

• Strong working and theoretical understanding of the OSI Layer model.

• Strong TCP/IP Networking skills

• Understanding of a wide variety of protocols, including snmp, smtp, wmi, syslog, ssh, ntp, dhcp, dns, cifs, and nfs.

• Ability to work with SQL database via CLI

• Ability to read and understand scripts to locate where issues are occurring.

• Proficiency in use of Linux operating systems.

• Understanding of and/or experience with SIEM technologies.

• Understanding of device hardware

• Familiarity with common auditing compliances, (e.g. PCI, SOX, HIPAA)

Encryption/DLP:

• Knowledge of TCP/IP and LAN technologies

• Understanding of Windows Operating system

• Understanding of Linux Operation systems

• Working knowledge of Active Directory

• Working knowledge of server and PC Hardware and boot process

• Working knowledge of basic encryption theory

• Strong log analysis skills

• Ability to work with SQL databases

MSME/EMM

• Ability to understand certificate path and the location of the certificates

• Understanding of IIS

• Understanding of how iOS and Android devices function

• Reading Windows event logs and Windows IIS logs

• Basic Exchange knowledge (including console and Exchange management shell)

• Understand Exchange roles and functionality of each role

• Working knowledge with Exchange agents