Technical Support Specialist II

Summary

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.

Job description

FUNCTIONAL RESPONSIBILITIES AND DUTIES Provide technical support to customers partners and resellers for ESET an expert for at least one ESET product have a basic knowledge of the rest as decided by the process and analyse incoming customer requests through all communication relevant information based on requests from higher level support and implemented and escalate undocumented issues to next level support teams according to defined processes and scheduled callbacks to customers and stakeholders and respond to their requests in accordance with the defined 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 out other work according to the instructions of a managing employee in accordance with the activity of the department and the company. REQUIREMENTS Education : Completed IT-related education or equivalent qualification Experience : Years of work experience : 2 Knowledge : Very good theroretical and practical knowledge in the IT environmentAdvanced understanding of operating systems (Windows macOS Linux) network architecture and application softwareHigh analytical skills and structured way of working Language : English B1 Communication : Very good verbal and written communication Managerial skills : N / A Personal characteristics : N / A

Benefits

Health & well-being

• Cigna Medical Plan
• Cigna Dental Plan
• EyeMed Vision Plan
• Reliance Standard Life Insurance
• Reliance Standard Long Term Disability Plan
• HealthJoy Employee Assistance Program
• Cigna Supplemental Insurance
• Lifestyle Spending Account
• Bi-Weekly Mediation Series
• On-site Gym and shower facilities

Family

Office

Other

Primary location

Milwaukee

Additional locations

Time type

Full time

Required Experience :

IC

Key Skills

Dhcp,SQL,Active Directory,VOIP,VMware,Customer Service,Windows,Trouble Shooting,Java,VPN,Sharepiont,hardware,Dns,Technical Support,Software Applications

Employment Type : Full-Time

Experience : years

Vacancy : 1