Technical Support Engineer II

ESET, spol. s r.o.; Sydney; Hybrid; AUD 70,000 - 90,000; Full time

Benefits offered by this job

Gym perks

Team events

Generous leave

Job summary

ESET, spol. s r.o. in Sydney is seeking a Technical Support Engineer to provide expert product support to customers, partners and resellers using ESET products.

The role involves validating requests, documenting issues for escalation and maintaining in-depth knowledge of at least one ESET product. You will work across Windows, macOS, and Linux, perform enhanced troubleshooting, and collaborate with the team in a hybrid work environment from our Sydney office to continuously grow your technical

Qualifications

• 2+ years of work experience in IT or tech support.
• Experience with cybersecurity concepts and best practices.
• Knowledge of computer networking fundamentals and protocols.
• Ability to analyze complex issues and provide structured solutions.

Responsibilities

• Provide technical support to customers, partners, and resellers for ESET products.
• Be an expert for at least one ESET product and have a basic knowledge of the rest.
• Document, process and analyze incoming customer requests through all channels.
• Qualify and escalate undocumented issues to next level support as per processes.
• Perform scheduled callbacks and respond to requests according to procedures.
• Continuously develop technical knowledge and skills.

Skills

Cybersecurity

Networking

Troubleshooting

Analytical skills

Education

Completed IT-related education

Job description

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 elevate 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 #associate

Benefits

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 opportunities

Primary location

Sydney

Time type

Full time