Tier 2 Technical Support Engineer
1. Arbeitsort: Bournemouth
2. Arbeitszeit: Vollzeit
3. Vertragsdauer: Unbefristet
Job posting title
Tier 2 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. 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:
Bachelors 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 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-04725 Tier 2 Technical Support Engineer (Open)
Primary location
Bournemouth
Additional locations
Time type
Full time Jetzt bewerben