Symantec Engineer
Optimize IT Operations:
- Advise and contribute to technical projects
- Participate in the planning and execution of any upgrades, deployments, patches or disaster recovery testing of their Solutions
- Perform configuration and environment reviews
- Assist with production planning to minimize risk to the operating environment and Symantec Solutions
- Assist with planning, support and evaluations for new features and functionalities within the Symantec Solutions
- Provide technical detail and actively participate in the account-planning process and in quarterly business reviews to assess program's status and strategic direction relative to the Customer's business objectives
Stabilize IT Infrastructure:
- Diagnose technical issues encountered with the Symantec Solutions
- Monitor and manage escalated Technical Support issues and serve as the single technical point of contact for such escalations
- Assist in monitoring and responding to non-routine activities including, but not limited to, security breaches and attacks
- Assist in the identification and implementation of best practice processes and procedures for installation, configuration and utilization of the Symantec Solutions in a supported environment
- Provide informal knowledge transfer to Customer staff members who cover the management and maintenance of the Symantec Solutions
Expedited Response:
- Provide proactive and reactive advice on issues regarding upgrades, patches and updates of the Symantec Solutions
- Provide response or clarification for any relevant Symantec Solution-related questions in the course of daily operations
- Coordinate with Symantec technical support to resolve product issue escalations to assist in faster resolution and reduce unplanned downtime
- Assist in troubleshooting and providing technical details for probable cause analysis of break/fix issues encountered by the Symantec Solutions