Vedere l'offerta completa

TECHNICAL SUPPORT ANALYST

Descrizione dell'offerta di lavoro

Job posting title Technical Support Analyst Job summary The Technical Support Analyst provides Second-Level Technical Support to end users, Partners and/or Distributors, dealing with complex technical cases.
The Technical Support Analyst is responsible for delivering the support services offered by ESET in the Region, and also acts as technical reference for the ESET products within ESET Latin America.
Job description Responsibilities and Duties • To resolve all the cases escalated to Second-Level Support, monitor them and reach a satisfactory resolution with the client, Partner and/or Distributor, based on the metrics of the Area.
• To escalate to Third-Level Support whenever the cases exceed complexity, following the corresponding escalation chain.
To monitor escalation and ensure the client, Partner and/or Distributor gets a response.
• To identify recurring cases and propose solutions and/or specific training.
• To generate technical content for our e-learning platform to be used by Partners and Distributors whenever new training needs are detected, respecting publication dates and schedules.
• To participate directly or indirectly in webinars, virtual classes or events where technical presence is required.
• To carry out technical tests on new product versions; to document and survey the results in line with the existing product methodology and/or as agreed with the Product Manager.
These tests should result in the generation of reports for the new functionalities.
• To carry out an exhaustive investigation of the advanced functionalities of the ESET products and document the most common troubleshooting situations, as well as to build the test environments.
• To operate and administer the Technical Support Laboratory; to keep it updated and in correct working order.
• To constantly document and update the support processes.
• To collaborate with the preparation of articles for the KB (Knowledge Base), presentations for Webinars and other proactive support materials.
• To provide Second-Level Support to technical inquiries from home clients that have been escalated by the Regional Support Center.
• To monitor the emails sent to the Teamtech list by the technical teams from other ESET offices as well as from Distributors in other countries, in order to identify common problems and possible solutions to proactively improve local customer care.
• To provide the support services that have been contracted with ESET in a timely manner.
Requirements Education • Intermediate to advanced university studies in Software Engineering, Computer Engineering, Systems Technician or similar.
Experience • At least 1 year working experience in similar positions.
Knowledge • Advanced knowledge of the Windows platform.
• Correctly diagnose, troubleshoot, and document common software problems.
• Technical knowledge of Linux and/or Mac OS.
• Programming skills.
• Knowledge of networking and network administration.
Languages • English.
intermediate/advanced.
Personal characteristics • Teamwork.
• Organization.
• Initiative.
• Good writing skills.
• Ease of learning.
• Adapts to teamwork.
• Strong service-oriented person.
• Good interpersonal relationships skills.
Communication Internal • Headquarters - Technical Support Department, due to the escalation of support cases.
• Sales, for the implementation of services.
• All Areas in general, for technical product queries.
External • The ESET Distributors and Partners in the Region through the ticket system.
• The Regional Support Center operators in Venezuela.
• Distributors and Partners in virtual classes and webinars.
• End-users or potential clients, in face-to-face or virtual events.
• The Technology Alliance providers.
Additional Information Travels • 10% Confidential Information • High (access to ESET licenses data in LATAM; access to customer security information).
Job requisition JR- Technical Support Analyst (Open) Primary location Buenos Aires Additional locations Time type Full time
Vedere l'offerta completa

Dettagli dell'offerta

Azienda
  • Imprecisato
Località
  • Tutta l'Italia
Indirizzo
  • Imprecisato - Imprecisato
Tipo di Contratto
  • Imprecisato
Data di pubblicazione
  • 05/11/2024
Data di scadenza
  • 03/02/2025
Technical Support Pre - After Sales
Studio Santagostino

Sede: milano paese: italia tipo di contratto: tempo indeterminato descrizione: azienda di progettazione e produzione di gruppi di continuità ricerca una figura di technical support pre - after sales la risorsa dovrà occuparsi dell’assistenza tecnica dei clienti, interagendo con l’hq e le funzioni marketing......

MAINTENANCE / TECHNICAL DEPARTMENT
Rainsteal Oil & Gas Limited, UK.

Administrative department business analyst, payroll manager, marketing specialist, administration supervisor, human resources officer, financial analyst, senior marketing analyst, logistics coordinator / expert, procurement officer, secretary / office assistants / office clerks / front desk clerks, account......

3D Designer Technical Writer Industrial Vehicles  (M/F)
Baumann sideloaders srl

Manage other technical documentation ensuring the correctness and accuracy of information... a minimum of 1 year of experience as a 3d designer or technical writertechnical studies, mecanical o automotive specialization are preferredgood knowledge of italian and english, both written and spoken......

Mechanical 3D CAD Designer- Technical Writer
Baumann sideloaders srl

Manage other technical documentation ensuring the correctness and accuracy of information... coordinate and give support to other departments such as manufacturing and electrical design dept... we are looking for our offices in cavaion veronese a motivated mechanical 3d cad designer- technical writer......

Business Analyst Torino
Programs & Project Consulting s.r.l.

Ricerchiamo un business analyst in ambito hospitality sulla sede di torino... e' necessaria un'esperienza sul campo di almeno 4/5 anni, di cui almeno uno nel ruolo di business analyst, durante il quale si siano gestiti più progetti contemporaneamente, in società caratterizzate da forte propensione all'innovazione......

Data Analyst su Milano
Programs & Projects Consulting S.r.L.

Ai candidati è richiesta la conoscenza base dei linguaggi sql standard e python... si raccomanda di inserire nel curriculum vitae l'autorizzazione al trattamento dei dati personali come da regolamento eu 2016/679... il presente annuncio è rivolto ad entrambi i sessi, ai sensi delle leggi 903/77 e 125/91......

Data analyst milano
Programs & projects consulting s.r.l.

Ai candidati è richiesta la conoscenza base dei linguaggi sql standard e python... si raccomanda di inserire nel curriculum vitae l'autorizzazione al trattamento dei dati personali come da regolamento eu 2016/679... il presente annuncio è rivolto ad entrambi i sessi, ai sensi delle leggi 903/77 e 125/91......

Business Analyst Milano
Programs & Projects Consulting S.r.L.

Ricerchiamo business analyst sulla sede di milano... il presente annuncio e' rivolto ad entrambi i sessi, ai sensi delle leggi 903/77 e 125/91 e a persone di tutte le eta' e nazionalita', ai sensi dei d... e' necessaria un'esperienza sul campo di almeno 3 anni, di cui almeno uno nel ruolo di business......

Technical Leader
Programs & Projects Consulting S.r.L.

Cosa ti aspetta? siamo alla ricerca di un figura che in qualità di technical leader si occuperà della seguenti attività: focal point tecnico delle attività coinvolte; partecipazione alla stesura di un piano di migrazione rispettando le tempistiche; partecipazione alla stesura dei run book di migrazione......

Data Analyst
Sincrono Formazione Srl

Ruolo ricoperto:-data analystcompetenze richieste:-esperienza su databricks-esperienza anche minima dei principali framework python (pyspark prioritario)-esperienza anche minima del cloud azure (azure data factory, azure storage account e logic apps)seniority: +4 annisede di lavoro: roma (on site)impegno:......