Hybrid Technical Support Engineer II – Cybersecurity

ESET; Sydney; Hybrid; AUD 65,000 - 90,000; Full time

Benefits offered by this job

Gym perks: Subsidized gym membership

Team sprit & recognition

Generous leave policies

Modern office in Sydney CBD

Job summary

ESET in Sydney, Australia is seeking a Technical Support Engineer to provide expert product support to customers, partners and resellers. You will validate requests, document issues for escalation, and become an expert in at least one ESET product while maintaining broad knowledge of others.

You will gather information through multiple channels, qualify and expedite issues, perform enhanced troubleshooting, and continuously develop your technical skills.

Qualifications

• Completed IT-related education or equivalent qualification.
• Years of work experience: 2
• Experience in Cybersecurity
• Knowledge in Computer Networking

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 expedite 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.

Skills

Cybersecurity

Computer Networking

IT knowledge

Education

IT-related education

Job description

ESET in Sydney, Australia is seeking a Technical Support Engineer to provide expert product support to customers, partners and resellers. You will validate requests, document issues for escalation, and become an expert in at least one ESET product while maintaining broad knowledge of others.

You will gather information through multiple channels, qualify and expedite issues, perform enhanced troubleshooting, and continuously develop your technical skills.