SME - Symantec Email Security, Endpoint Security

About the role

The Subject Matter Expert (Support & Ops) plays a critical role in ensuring the timely resolution of escalated incidents while adhering to quality standards and service level agreements (SLAs). This position is pivotal for enhancing customer satisfaction through effective communication and operational excellence, making it essential in aligning technical capabilities with business needs.

What you'll do

• Ensure The Timely Resolution And Quality Compliance Of Escalated Incidents By Utilizing Symantec Endpoint Protection And Edr Tools
• Mentor Team Members And Administrators By Sharing Expertise In Symantec Solutions, Preparing Standard Operating Procedures (Sops)
• Validate Change Order Implementation Plans And Assess Human Error Compliance
• Foster Positive Customer Relationships By Actively Participating In Meetings, Addressing Issues With Symantec Solutions
• Conduct Thorough Analyses, Including Root Cause And Trend Analysis, Using Symantec Tools To Prepare Insightful Reports That Inform Key Business Stakeholders About…

What you need

• EDR
• SOP writing
• Communication
• Any graduate

Good to have

• ITIL