RÉSUMÉ DU POSTE / 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 several products about which he has in-depth knowledge. Work primarily on issues within area of expertise, but also has good knowledge of other products.
Description du poste / Job description

EDUCATION:

• Completed IT-related education or equivalent qualification

EXPERIENCE:

• Years of work experience: 5

KNOWLEDGE:

• Outstanding theoretical and practical knowledge in the IT environment
• Advanced understanding of operating systems (Windows, macOS, Linux), network architecture and application software
• Outstanding analytical skills and structured way of working

MANAGERIAL SKILLS:

• N/A

DESCRIPTION DU POSTE :

L’ingénieur support technique est un expert des solutions professionnelles ESET et fournit un support technique de haut niveau à tous les clients professionnels d’ESET Amérique du Nord ainsi qu’au personnel interne. Il est attendu qu’il reste informé des évolutions et tendances afin de servir nos clients avec une capacité pointue de diagnostic technique, des compétences avancées en résolution de problèmes et un sens du service client irréprochable.

COMPÉTENCES TECHNIQUES, QUALIFICATIONS ET FORMATION :

• Diplôme universitaire en informatique ou équivalent fortement souhaité.
• Certification A+ requise. Certifications supplémentaires telles que Network+, Security+, MCP, CCNA fortement souhaitées.
• Expérience de 2+ ans en support technique dans le secteur logiciel, incluant la gestion de malwares, diagnostic et dépannage.
• Connaissances en infrastructure réseau (switches, routeurs, pare-feu).
• Connaissances en DNS, DHCP, Active Directory, stratégies de groupe.
• Expérience en bases de données (Microsoft SQL Server, etc.).
• Expérience en sécurité des courriels ou Microsoft Exchange souhaitée.
• Capacité à gérer plusieurs projets et tâches simultanément de manière efficace.
  Avantages du poste / Benefits

• Provide technical support to customers, partners and resellers for ESET products.
• Be an expert for several ESET products, have a good knowledge of the rest as decided by the superior.
• Document, process and analyse incoming customer requests with higher priority through all communication channels.
• Reproduce reported issues and cooperate with Global Technical Support team while searching for solutions.
• 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.
• 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.
• 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.