TIER 2 TECHNICAL SUPPORT ENGINEER

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.
(i.
.
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.
• Bachelor’s 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 (i.
.
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- Tier 2 Technical Support Engineer (Open) Primary location Bournemouth Additional locations Time type Full time