Technical Support Engineer II

Summary

• A Technical Support Engineer provides technical product support to customers, partners and resellers using ESET products.
• The Engineer validates incoming requests for known issues and documents previously unknown issues for escalation to higher levels of support.
• The employee is an expert in at least one product in which he has in-depth knowledge.
• He or she is primarily concerned with issues in his or her area of expertise, but also has good knowledge of other 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

Health & well-being

Gym perks: Subsidized gym membership to release endorphins at one of Australia’s premium gyms

Family

• •Team sprit & recognition: Regular cohesive, team-events that bring everyone together
• •Time to recharge: Generous leave policies for vacations and all of life’s big moments

Office

• •Modern office perks: World-class facilities that recharges the body, mind and soul
• •Centrally located: Located right in the heart of Sydney’s CBD, amidst greenery and mouth-watering food options

Other

• •Hybrid work culture: Remote work arrangements that balance personal commitments and face/face time with co-workers
• •Fuel your growth: Access to world-class learning platforms and development opportunities

Primary location

Sydney

Additional locations

Time type

Full time