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.
Job description
FUNCTIONAL RESPONSIBILITIES AND DUTIES
• Provide basic technical support to customers, partners and resellers for ESET products.
• Document, process and analyze basic 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 basic requests in accordance with the defined procedures.
• Perform basic 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: 6 months-1 year
Knowledge:
• Theoretical and practical knowledge in the IT environment
• Understanding of operating systems (Windows, macOS, Linux), network architecture and application software
• High analytical skills and structured way of working
Language:
• English B1
Communication:
• Very good verbal and written communication
Managerial skills:
• N/A
Personal characteristics:
• N/A
ESET is a performance driven organization and our total rewards approach to compensation is designed to support this. We consider many factors in determining base compensation, including position scope, job related knowledge, education, skills, experience, and work location. The expected hourly rate for this positions is $22.95 including eligibility for bi-annual bonus based on meeting target goals. Additional benefits, such as health & wellness, performance bonuses, product discounts, holidays, paid time off, etc. may also be offered in accordance with our plans.
Benefits
Health & well-being
- Cigna Medical Plan
- Cigna Dental Plan
- EyeMed Vision Plan
- Reliance Standard Life Insurance
- Reliance Standard Long Term Disability Plan
- HealthJoy Employee Assistance Program
- Cigna Supplemental Insurance
- Lifestyle Spending Account
- Bi-Weekly Mediation Series
- On-site Gym and shower facilities
Family
- Volunteer Day off
- Paid Time off
- Tuition Reimbursement
- Birthing Parent Match
- Pet Insurance
Office
- Recreational Zone
- Coffee & Snacks
- Parking Benefit
Other
- Benefit Hub - Discounts on travel, cars, electronics, etc…
- 401(k) retirement savings
- ESET's Charitable Contributions Program
- Referral Program
Primary location
Concord
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
