Technical Support Engineer II

Eset, Llc; Sydney; Híbrido; AUD 70.000 - 100.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Gym perks

Team sprit & recognition

Generous leave policies

Modern Sydney office facilities

Hybrid work culture

Learning platforms

Descripción de la vacante

ESET Australia is seeking a Technical Support Engineer II to provide expert technical support for our cybersecurity products to customers, partners and resellers in a hybrid work model based in Sydney. You will categorize and escalate issues, document fixes, and work with higher-level teams to resolve complex problems while expanding your product expertise.

The ideal candidate brings at least 2 years in cybersecurity, strong networking knowledge, and solid OS experience (Windows/macOS/Linux),

Formación

• 2+ years of work experience in cybersecurity.
• Knowledge of computer networking and operating systems (Windows/macOS/Linux).
• Strong analytical skills and structured approach to work.

Responsabilidades

• Provide technical support to customers, partners and resellers for ESET products.
• Be an expert for at least one ESET product and have broad knowledge of others.
• Document, process and analyze incoming customer requests across channels.
• Qualify and escalate undocumented issues per defined processes and procedures.
• Assist with troubleshooting and collaborate with higher level support as needed.

Conocimientos

Cybersecurity experience

Networking knowledge

OS knowledge

Analytical skills

Educación

IT-related education

Descripción del empleo

Technical Support Engineer II# Open Positions## Technical Support Engineer IIApply: Sydney: Full time: Posted 3 Days Ago: JR-06079**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 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. **REQUIREMENTS** **Education:** • Completed IT-related education or equivalent qualification **Experience:** • Years of work experience: 2• Experience in Cybersecurity• Knowledge in Computer Networking **Knowledge:** • 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 #associateBenefits### Health & well-being* Gym perks: Subsidized gym membership to release endorphins at one of Australia’s premium gyms### Family* Team sprit & recognition: Regular cohesive, team-events that bring everyone together* Time to recharge: Generous leave policies for vacations and all of life’s big moments### Office* Modern office perks: World-class facilities that recharges the body, mind and soul* Centrally located: Located right in the heart of Sydney’s CBD, amidst greenery and mouth-watering food options### Other* Hybrid work culture: Remote work arrangements that balance personal commitments and face/face time with co-workers* Fuel your growth: Access to world-class learning platforms and development opportunitiesPrimary locationSydneyAdditional locationsTime typeFull time### Get to know us:At ESET Australia, we like to think of ourselves as friendly cybersecurity heroes – keeping businesses and individuals safe in an increasingly digital world. Our Aussie team is a key part of the APAC region, working alongside our colleagues in Singapore, Tokyo, and India. But we’re not just about tackling cyber threats; we’re about connecting cultures, ideas, and people.We’re a tight-knit crew—more like family. Our stunning North Sydney office, with its breathtaking view of the harbour, makes for a pretty epic place to work.We work hard, but we know how to have a good time too. We’re a bunch of foodies who enjoy our potluck lunches, dinners out, and trying new places to eat. Alongside that, you'll find us taking part in spontaneous fitness sessions, happy hours, celebrations that embrace our cultural diversity, and our much-loved table tennis matches, which can get just a little intense. There’s always something fun happening and something exciting to look forward to.If you're ready to join a team that values creativity, collaboration, and a great time, ESET Australia might just be your next great adventure!**Established: 2011****Find out more about life in our office.**