At a Glance
- Tasks: Provide top-notch technical support for ESET products and troubleshoot customer issues.
- Company: Join a leading cybersecurity company with a vibrant team culture.
- Benefits: Enjoy gym perks, generous leave policies, and modern office facilities.
- Other info: Hybrid work culture with access to world-class learning platforms.
- Why this job: Make a real difference in cybersecurity while growing your tech skills.
- Qualifications: IT-related education and 2 years of experience in cybersecurity required.
The predicted salary is between 54000 - 66000 $ per year.
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.
The employee is an expert in at least one product in which he has in-depth knowledge.
He or she is primarily concerned with issues in his or her area of expertise, but also has good knowledge of other products.
Job description
- Functional Responsibilities and Duties
- Provide technical support to customers, partners and resellers for ESET products.
- Be an expert for at least one ESET product, have a basic knowledge of the rest as decided by the superior.
- Document, process and analyse incoming customer requests through all communication channels.
- Gather relevant information based on requests from higher level support and implemented processes.
- Qualify and expedite undocumented issues to next level support teams according to defined processes and procedures.
- Perform scheduled callbacks to customers and stakeholders and respond to their requests in accordance with the defined procedures.
- Perform enhanced 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: 2
- Experience in Cybersecurity
- Knowledge in Computer Networking
- Knowledge
- Very good theoretical and practical knowledge in the IT environment
- Advanced understanding of operating systems (Windows, mac OS, Linux), network architecture and application software
- High analytical skills and structured way of working
- #LI-KP1 #LI-Hybrid #associate
Benefits
- Health & well-being
- Gym perks: Subsidized gym membership to release endorphins at one of Australia’s premium gyms
- Family
- Team sprit & recognition: Regular cohesive, team-events that bring everyone together
- Time to recharge: Generous leave policies for vacations and all of life’s big moments
- Office
- Modern office perks: World-class facilities that recharges the body, mind and soul
- Centrally located: Located right in the heart of Sydney’s CBD, amidst greenery and mouth-watering food options
- Other
- Hybrid work culture: Remote work arrangements that balance personal commitments and face/face time with co-workers
- Fuel your growth: Access to world-class learning platforms and development opportunities
- Primary location
- Sydney
- Time type
- Full time
- #J-18808-Ljbffr
Technical Support Engineer II in Sydney employer: Eset
ESET is an exceptional employer that fosters a dynamic work culture where innovation and collaboration thrive. With a strong focus on employee growth, you will have the opportunity to advance your career towards a Channel Account Manager role while enjoying the benefits of competitive commissions and real authority in deal-making. Located in Sydney, our hybrid work model allows for flexibility, ensuring a balanced work-life experience as you contribute to protecting millions of users and businesses worldwide.
