Summary
The Technical Support Analyst is responsible for providing Second-Level Technical Support to the Partner and the Distributor in order to present solutions to problems they cannot solve by themselves, always seeking end-user satisfaction.
Additionally, the Technical Support Analyst adds value by developing preventive projects and content related to Support.
Job description
FUNCTIONAL RESPONSIBILITIES AND DUTIES• Advise Partners and Distributors on the integration of our solutions and the use of testing systems.
• Develop technical documentation and materials for our products in order to provide value-added content to the distribution channel.
• Escalate to Third-Level Support the cases that exceed complexity, following the corresponding escalation chain.
• Monitor and ensure the client, Partner and/or Distributor gets a response in time and form.
• Identify recurring cases and propose solutions and/or specific training.
• Provide technical assistance for all the solutions offered by ESET to the distribution channels.
• Participate in additional technical activities such as events, webinars, remote sessions, virtual classes, etc.
• Comply with the Information Security Policies and Directives defined by the Company.
• Integrate ESET Latin America's values into every decision and day-to-day behavior, making them a pillar of the corporate culture and transmitting them in every task.
REQUIREMENTSEducation:• Complete or advanced university studies of IT Systems or similar
Experience:• At least 2 years working experience in similar positions
Knowledge:• Knowledge of and experience in the installation, administration, setup, and support of Microsoft-based environments (experience in Linux is also desirable)
• Advance knowledge of networking and network administration
• Programming knowledge in PHP, .NET and/or Java (desirable)
• Knowledge of and experience in IT Security and management of antimalware security solutions at the corporate level (desirable)
• Good speaking and writing skills
• Excellent interpersonal and communication skills, a strong service orientation and capacity for teamwork
Language:• English: Intermediate level
Managerial skills:• Organization
• Coordination
MAGNITUDE (AREA OF IMPACT)• This position is indirectly responsible for 30% of the quota for the office in Mexico
ADDITIONAL INFORMATIONTravel:• 15%
Confidential information:• High
Benefits
Health & well-being
- Insurance of major medical expenses
- Minor medical expenses insurance
- Dental insurance
- Life insurance
- Disconnection due to menstrual discomfort
- Birthday day off
Family
- Day off for children's birthday
- School kit for parents
- Flex time during school adaptation
- Extended leave for non-pregnant person
- Extended leave for adoption
- Softlanding for pregnant people
- Gifts (marriage/childbirth)
Office
- Flexible schedule
- Compensation (for working on holidays/weekend)
- Friday flex
- ESET hours
- ESET in the world
Other
- Healthy snacks
- English classes
- Study award
- Loyalty program
Primary location
Mexico City
Additional locations
Time type
Full time
Top Skills
What We Do
For more than 30 years we have been here helping to watch over and protect progress. Over a billion users worldwide rely upon ESET’s solutions to stay secure from increasingly sophisticated digital threats. ESET´s award-winning IT security software and services provide protection in over 200 countries and territories worldwide, with its software localized into more than 30 languages.
Meanwhile, the world continues to move forward at pace. When ESET was founded, the Internet was in its infancy. Now technology is part of everything we do and is central to the continued advancements in our society. Most of the time technology does just what it is supposed to, but in order to ensure continued progress in the digital age we need someone to question what’s going on in the background.
And that’s why we are here – to continue protecting technology from threats, enabling everyone to fully embrace it’s potential and rely on it.
Put simply - when technology enables progress, ESET is here to protect it.
ESET - Progress. Protected.
Visit www.eset.com to learn more
