Technical Support Specialist II

ESET•Milwaukee, WI

23d

About The Position

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.

Requirements

Completed IT-related education or equivalent qualification
Years of work experience: 2
Very good theroretical and practical knowledge in the IT environment
Advanced understanding of operating systems (Windows, macOS, Linux), network architecture and application software
High analytical skills and structured way of working
English B1
Very good verbal and written communication
N/A
N/A

Responsibilities

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 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 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.