technical support engineer

technical support engineer Bournemouth, England

ESET
Full Time Bournemouth, England 10.56 - 12.04 GBP Today
Job description

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.e. 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.e. 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-03940 Tier 1 Technical Support Engineer (Open)

Primary location

Bournemouth

Additional locations

Time type

Full time

About ESET

CEO: Richard Marko
Revenue: $25 to $50 million (USD)
Size: 1001 to 5000 Employees
Type: Company - Private
Website: https://www.eset.com
Year Founded: 1992

technical support engineer
ESET

https://www.eset.com
Bratislava, Slovakia
Richard Marko
$25 to $50 million (USD)
1001 to 5000 Employees
Company - Private
Enterprise Software & Network Solutions
1992
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