Tier 1 Technical Support engineer

Job Description

Job posting title

Tier 1 Technical Support engineer

Job summary

ESET Technical Support Agents provide technical product support to all ESET customers, partners, resellers, and internal personnel.

Job description

Responsibilities and Duties
• Answer and address all incoming support calls from customers; both internal and
• external.
• Answer and address incoming web chats, emails and voicemails from customers.
• Take ownership of each issue assigned and effectively bring it to resolution or
• escalation.
• Own and follow through on all requests for support from customers; both internal and
• external.
• Ensure complete resolution of issue(s) in order to prevent customers having to call back.
• Assist customers with basic program setup and administrative issues.
• Effectively troubleshoot, resolve and properly document support calls and cases.
• Work closely with other departments to resolve outstanding issues.
• Assist in documenting solutions for our Knowledgebase for training and information
• purposes.
• Perform remote analysis and diagnosis of customer issues and recommend and/or
• implement corrective solutions.
• Assist with identifying, troubleshooting and cleaning of viruses and/or malware within
• customer's operating environment.
• Work closely with the Product Management, Quality Assurance, Research, and
• Knowledgebase teams to test, investigate, and document all aspects of existing and
• upcoming products.
• Project a positive attitude and be a mentor for other employees.
• Maintain a favourable image of ESET when interfacing with outside sources.
• Accurately track, log support requests using the approved CRM, and/or other
• management approved tools.
• Ensure the successful onboarding of new, recently renewed, or upgraded partners,
• partner customers and direct customers.
• Ensure customer needs are met by ensuring customer awareness of relevant ESET
• products and services when appropriate.
• Provide excellent support by ensuring customers are aware of products and services
• relevant to their needs as identified during the support interaction.
• Effectively collect and submit relevant data to appropriate groups for analysis. Based on findings follow up with customers regarding ticket statuses in a timely manner. · Document and report all escalated issues to appropriate groups. (i.e. weekly report) · Communicate escalated and trending issues to other Customer Care Teams. · Test and replicate reported issues in test environment, then report/document findings and results.
• Assist in creating and delivering internal processes and documentation to internal customers.

Requirements
Education:
• Bachelor’s degree in Computer Science or a four-year related degree highly desired.
• Absence of a degree can be substituted with relevant work experience and technical certifications such as CEH, MCSE, CCE, CRISC, CISM, CISSP, CompTIA Network+, Security+, MTA, MCSA or MCSE Certifications are equally highly desired.
Experience
• 2+ years of technical support experience in the software industry is desired, including but not limited to: malware handling, troubleshooting, and diagnosis experience.
Knowledge
• Network infrastructure experience or knowledge (i.e. switches, routers, firewalls, etc).
• Knowledge of DNS, DHCP, AD, Group Policy.
• Ability to communicate with administrators of large private business and government systems with confidence and authority.
• Ability to work multiple projects and tasks simultaneously in an efficient manner.
Language
• English – C2 proficient

Communication
• Excellent communications skills require written and verbal.
Managerial skills
• None required
Personal characteristics
• Patience
• Detail-oriented
• Customer service skills
• Good telephone manner
• Good documentation skill
• Team player
• Confidence

Leadership
• None Required

Magnitude (Area of Impact)
• Indirect, poor job performance may impact on user confidence and renewal of ESET licenses

Job requisition

JR-03555 Tier 1 Technical Support engineer (Open)

Primary location

Bournemouth

Additional locations

Time type

Full time