SeniorAdministrator - Symantec Email Security, Endpoint Security

About the role

The Sr. Symantec Support Administrator plays a crucial role in delivering advanced technical support and operations management. This position is responsible for troubleshooting complex incidents, conducting root cause analysis, and implementing effective solutions to enhance the organization's security posture.

What you'll do

• Provide Advanced Technical Support By Troubleshooting Complex Incidents Related To Symantec Endpoint Protection And Edr
• 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

What you need

• Root cause analysis
• EDR

Good to have

• ITIL