Eset UK • United Kingdom

Tier 1 Technical Support engineer

Employment type:  Full time

2 days/week at home

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.

• 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.
• 2+ years of technical support experience in the software industry is desired, including but not limited to: malware handling, troubleshooting, and diagnosis experience.
• 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.
• English – C2 proficient

• 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

• 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


Additional locations

Time type

Full time

Company benefits

Open to part-time employees
Open to job sharing
Enhanced maternity leave – 3 months full pay
Enhanced paternity leave – 3 months full pay
Adoption leave – 3 months full pay
Shared parental leave
25+ days annual leave + bank holidays
Enhanced sick pay – up to 6 weeks full pay
Teambuilding days
£35 per month wellbeing allowance
Private health insurance
Employees are largely happy with their working location freedom
Employees are largely happy with the flexibility in the hours they work
Employees are largely happy with the benefits their company offers
Work-life balance
Employees feel that they can switch off quite easily from work
Role modelling
Employees feel that most people work flexibly
Employees feel they have complete autonomy over getting their work done

Working at Eset UK

Company employees


Gender diversity (male:female)


Office locations


Hiring Countries

United Kingdom

Awards & Achievements

SaaS & Software

SaaS & Software

Industry awards 2023
Most flexible companies

Most flexible companies

Flexa100 2023