The Technical Support Engineer will provide technical support to ESET customers and partners, troubleshooting security-related issues, implementing solutions, and maintaining security systems. Key tasks include resolving support issues, analyzing client problems remotely, logging support requests, and collaborating with the regional customer care team.
Summary
ESET Technical Support Engineer provides technical product support to all ESET customers, partners, resellers, and internal personnel. This candidate needs to take ownership of reported issues and seeing problems through to resolution. Researching, diagnosing, and troubleshooting security-related problems with systems and applications, resolving incidents, and ensuring the proper implementation and maintenance of security solutions.
Job description
- Effectively troubleshoot, resolve and properly document support issues.
- Perform remote analysis and diagnosis of client issues and recommend and/or implement corrective solutions.
- Test and replicate reported issues in test environment then report/document findings and results.
- Assist with identifying, troubleshooting and cleaning of viruses and/or malware within client's operating environment.
- Accurately log and track support requests
- Communicate trending support issues to Regional customer care team.
- Ability to communicate with administrators of large private business and government systems with confidence and authority.
- Ability to work independently on multiple projects and tasks simultaneously in an efficient manner.
Skills and competencies:
- Bachelor’s degree in Computer Science or four-year related degree highly desired.
- 5+ years of technical support, experience in the software industry desired, including but not limited to: malware handling, troubleshooting, and diagnosis experience.
- Network infrastructure experience or knowledge (i.e. switches, routers, firewalls, etc).
- Knowledge of DNS, DHCP, AD, Group Policy.
- Working technical knowledge of current protocols, operating systems, and standards, including TCP/IP, Windows, Android, Mac OSX, and Linux.
General competencies include:
- Excellent report writing and communication skill
- Minimum 5+ years’ experience in IT security Industry
- Experience in working with enterprise customers
- Fluent in English and Hindi
- The ability to work well independently as well as with a team
Primary location
India
Additional locations
Time type
Full time
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