Technical Support Engineer II

Summary

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.
Ad hoc duties as assigned.

REQUIREMENTS
Tertiary education in IT Computer Science or equivalent

min. 2 years experience providing remote technical support for cybersecurity solutions such as endpoint security MFA encryption patch management or remote management platforms.
Strong knowledge in the IT environment and cybersecurity technologies.
Advanced understanding of operating systems (Windows macOS Linux) network architecture and application software troubleshooting.
Analytical and structured thinking

Relevant cybersecurity certifications are an added advantage

#LI-PY1 #LI-Hybrid #associate

Benefits

Health & well-being

• Comprehensive health insurance: Coverage that includes dental care to keep you at your best
• Gym perks:Subsidized gym membership to release endorphins at one of Singapores 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 lifes big moments

Office

• Modern office perks: Award-winning facilities that recharges the body mind and soul
• Centrally located: Located right in the heart of Singapores 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

Additional locations

Time type