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Sydney, New South Wales, Australia
Hybrid
Summary
A Technical Support Engineer provides technical product support to customers, partners and resellers using ESET products.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
• Experience in Cybersecurity
• Knowledge in Computer Networking
Knowledge:
• Very good theoretical 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
#LI-KP1 #LI-Hybrid #associate
Benefits
Primary location
SydneyAdditional locations
Time type
Full time