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...