Summary
We are looking for a a Technical Support Engineer to provide technical product support to customers, partners and resellers using ESET products.
You will validate incoming requests for known issues and documents previously unknown issues for escalation to higher levels of support.
Job Description
FUNCTIONAL RESPONSIBILITIES AND DUTIES
- Provide technical support to customers, partners and resellers for ESET products.
- Be an expert for at least one ESET product, have a basic knowledge of the rest as decided by the superior.
- Document, process and analyse incoming customer requests through all communication channels.
- Gather relevant information based on requests from higher level support and implemented processes.
- Qualify and escalate undocumented issues to next level support teams according to defined processes and procedures.
- Perform scheduled callbacks to customers and stakeholders and respond to their requests in accordance with the defined procedures.
- Perform enhanced troubleshooting.
- Become familiar with existing products and their components as well as with the tools,
- processes and procedures that are relevant for the team.
- Consult the superior on problems and risks in a timely manner.
- Continuously develop technical knowledge and skills.
- Carry out other work according to the instructions of a managing employee in accordance with the activity of the department and the company.
Requirements
Education:
- Completed IT-related education or equivalent qualification
Experience:
- Years of work experience: 2
Knowledge:
- Very good theroretical and practical knowledge in the IT environment
- Advanced understanding of operating systems (Windows, macOS, Linux), network architecture and application software
- High analytical skills and structured way of working
At ESET, diversity, equity, and inclusion (DEI) are integral to our corporate culture. We believe in creating a respectful environment, where everyone feels valued and respected, welcoming applications from individuals of all backgrounds, including race, gender, age, religion, disability, and sexual orientation.
