Technical Support Engineer II

ESET LLC; Sydney; Hybrid; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Gym membership

Team events

Generous leave

Modern Sydney office

Hybrid work culture

Learning platforms

Job summary

ESET LLC is seeking a Technical Support Engineer to provide expert-level support for ESET products to customers, partners and resellers. The role requires deep cybersecurity knowledge and strong networking skills, with an emphasis on documenting issues and escalating where needed.

The position is based in Sydney with hybrid work arrangements, offering opportunities to grow technical expertise through ongoing learning and collaboration with senior engineers.

Qualifications

• Completed IT-related education or equivalent qualification.
• 2 years of work experience in IT or cybersecurity.
• Knowledge of computer networking and IT environments.

Responsibilities

• Provide technical support to customers, partners and resellers for ESET products.
• Be an expert for at least one ESET product, with basic knowledge of the rest as decided by the supervisor.
• 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 per defined procedures.
• Perform enhanced troubleshooting.
• Familiarize yourself with products, components, tools, and procedures relevant to the team.
• Consult the supervisor on problems and risks in a timely manner.
• Continuously develop technical knowledge and skills.
• Carry out other work as instructed by a managing employee.

Skills

Cybersecurity

Networking

Operating systems

Education

IT-related education

Job description

SummaryA 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 descriptionFUNCTIONAL RESPONSIBILITIES AND DUTIES• 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.REQUIREMENTSEducation:• Completed IT-related education or equivalent qualificationExperience:• Years of work experience: 2• Experience in Cybersecurity• Knowledge in Computer NetworkingKnowledge:• Very good theoretical 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#LI-KP1 #LI-Hybrid #associateBenefitsHealth & well-beingGym perks: Subsidized gym membership to release endorphins at one of Australia’s premium gymsFamilyTeam sprit & recognition: Regular cohesive, team-events that bring everyone togetherTime to recharge: Generous leave policies for vacations and all of life’s big momentsOfficeModern office perks: World-class facilities that recharges the body, mind and soulCentrally located: Located right in the heart of Sydney’s CBD, amidst greenery and mouth-watering food optionsOtherHybrid work culture: Remote work arrangements that balance personal commitments and face/face time with co-workersFuel your growth: Access to world-class learning platforms and development opportunitiesPrimary locationSydneyAdditional locationsTime typeFull time