Tier 2 Technical Support Engineer

3 months ago

Bournemouth, United Kingdom ESET DACH Full time

Tier 2 Technical Support Engineer

Arbeitsort: Bournemouth Arbeitszeit: Vollzeit Vertragsdauer: Unbefristet

Job posting title

Tier 2 Technical Support Engineer

Job summary

ESET Technical Support Agents provide technical product support to all ESET customers, partners, resellers, and internal personnel.

Job description

Responsibilities and Duties
Answer and address all incoming support calls from customers; both internal and
external.
Answer and address incoming web chats, emails and voicemails from customers.
Take ownership of each issue assigned and effectively bring it to resolution or
escalation.
Own and follow through on all requests for support from customers; both internal and
external.
Ensure complete resolution of issue(s) in order to prevent customers having to call back.
Assist customers with basic program setup and administrative issues.
Effectively troubleshoot, resolve and properly document support calls and cases.
Work closely with other departments to resolve outstanding issues.
Assist in documenting solutions for our Knowledgebase for training and information
purposes.
Perform remote analysis and diagnosis of customer issues and recommend and/or
implement corrective solutions.
Assist with identifying, troubleshooting and cleaning of viruses and/or malware within
customer's operating environment.
Work closely with the Product Management, Quality Assurance, Research, and
Knowledgebase teams to test, investigate, and document all aspects of existing and
upcoming products.
Project a positive attitude and be a mentor for other employees.
Maintain a favourable image of ESET when interfacing with outside sources.
Accurately track, log support requests using the approved CRM, and/or other
management approved tools.
Ensure the successful onboarding of new, recently renewed, or upgraded partners,
partner customers and direct customers.
Ensure customer needs are met by ensuring customer awareness of relevant ESET
products and services when appropriate.
Provide excellent support by ensuring customers are aware of products and services
relevant to their needs as identified during the support interaction.
Effectively collect and submit relevant data to appropriate groups for analysis. Based on findings follow up with customers regarding ticket statuses in a timely manner. · Document and report all escalated issues to appropriate groups. weekly report) · Communicate escalated and trending issues to other Customer Care Teams. · Test and replicate reported issues in test environment, then report/document findings and results.
Assist in creating and delivering internal processes and documentation to internal customers.

Requirements
Education:
Bachelors degree in Computer Science or a four-year related degree highly desired.
Absence of a degree can be substituted with relevant work experience and technical certifications such as CEH, MCSE, CCE, CRISC, CISM, CISSP, CompTIA Network+, Security+, MTA, MCSA or MCSE Certifications are equally highly desired.
Experience
2+ years of technical support experience in the software industry is desired, including but not limited to: malware handling, troubleshooting, and diagnosis experience.
Knowledge
Network infrastructure experience or knowledge switches, routers, firewalls, etc).
Knowledge of DNS, DHCP, AD, Group Policy.
Ability to communicate with administrators of large private business and government systems with confidence and authority.
Ability to work multiple projects and tasks simultaneously in an efficient manner.
Language
English C2 proficient

Communication
Excellent communications skills require written and verbal.
Managerial skills
None required
Personal characteristics
Patience
Detail-oriented
Customer service skills
Good telephone manner
Good documentation skill
Team player
Confidence

Leadership
None Required

Magnitude (Area of Impact )
Indirect, poor job performance may impact on user confidence and renewal of ESET licenses

Job requisition

JR-04725 Tier 2 Technical Support Engineer (Open)

Primary location

Bournemouth

Additional locations

Time type

Full time Jetzt bewerben

  • Tier 1 Technical Customer Care Engineer

    5 months ago

    Bournemouth, United Kingdom ESET DACH Full time

    Tier 1 Technical Customer Care Engineer Arbeitsort: Bournemouth Arbeitszeit: Vollzeit Vertragsdauer: Unbefristet Job posting title Tier 1 Technical Customer Care Engineer Job summary ESET Technical Support Agents provide technical product support to all ESET customers, partners, resellers, and internal personnel. Job description ...

  • Technical Support Specialist

    2 weeks ago

    Bournemouth, Bournemouth, United Kingdom Eset Full time

    Tier 2 Technical Support EngineerJob SummaryESET Technical Support Agents provide technical product support to all ESET customers, partners, resellers, and internal personnel. They are responsible for answering and addressing all incoming support calls, web chats, emails, and voicemails from customers, taking ownership of each issue assigned and effectively...

  • Technical Support Specialist

    2 weeks ago

    Bournemouth, Bournemouth, United Kingdom Eset Full time

    Tier 2 Technical Support EngineerJob SummaryESET Technical Support Agents provide technical product support to all ESET customers, partners, resellers, and internal personnel. As a key member of our team, you will be responsible for delivering exceptional customer service and technical support to our customers.Responsibilities and DutiesAnswer and address...

  • Technical Support Specialist

    1 week ago

    Bournemouth, Bournemouth, United Kingdom ESET DACH Full time

    Tier 2 Technical Support EngineerJob Summary:ESET DACH is seeking a skilled Technical Support Specialist to join our team. As a Technical Support Specialist, you will be responsible for providing technical product support to all ESET customers, partners, resellers, and internal personnel.Responsibilities:Answer and address all incoming support calls from...

  • Technical Support Specialist

    1 month ago

    Bournemouth, Bournemouth, United Kingdom ESET DACH Full time

    About the RoleESET DACH is seeking a skilled Tier 2 Technical Support Engineer to join our team. As a key member of our support team, you will be responsible for providing technical product support to our customers, partners, and internal personnel.ResponsibilitiesAnswer and address all incoming support calls, web chats, emails, and voicemails from...

  • Technical Support Specialist

    1 month ago

    Bournemouth, Bournemouth, United Kingdom ESET DACH Full time

    About the RoleESET DACH is seeking a skilled Tier 2 Technical Support Engineer to join our team. As a key member of our support team, you will be responsible for providing technical product support to our customers, partners, and internal personnel.ResponsibilitiesAnswer and address all incoming support calls, web chats, emails, and voicemails from...

  • Technical Support Specialist

    2 weeks ago

    Bournemouth, Bournemouth, United Kingdom ESET DACH Full time

    Tier 2 Technical Support EngineerJob Summary:ESET DACH is seeking a skilled Technical Support Specialist to join our team. As a Technical Support Specialist, you will be responsible for providing technical product support to all ESET customers, partners, resellers, and internal personnel.Responsibilities:Answer and address all incoming support calls from...

  • Technical Support Specialist

    1 week ago

    Bournemouth, Bournemouth, United Kingdom ESET DACH Full time

    Tier 2 Technical Support EngineerJob Summary:ESET DACH is seeking a skilled Technical Support Specialist to join our team. As a Technical Support Agent, you will provide technical product support to all ESET customers, partners, resellers, and internal personnel.Responsibilities:Answer and address all incoming support calls from customers; both internal and...

  • Technical Support Specialist

    1 month ago

    Bournemouth, Bournemouth, United Kingdom ESET DACH Full time

    About the RoleESET DACH is seeking a skilled Tier 2 Technical Support Engineer to join our team. As a key member of our support team, you will be responsible for providing technical product support to our customers, partners, and internal personnel.ResponsibilitiesAnswer and address all incoming support calls, web chats, emails, and voicemails from...

  • Technical Support Specialist

    1 month ago

    Bournemouth, Bournemouth, United Kingdom ESET DACH Full time

    About the RoleESET DACH is seeking a skilled Tier 2 Technical Support Engineer to join our team. As a key member of our support team, you will be responsible for providing technical product support to our customers, partners, and internal personnel.ResponsibilitiesAnswer and address all incoming support calls, web chats, emails, and voicemails from...

  • Technical Support Specialist

    2 months ago

    Bournemouth, Bournemouth, United Kingdom Quostar Full time

    Job SummaryWe are seeking a highly skilled and motivated Technical Support Specialist to join our team at QuoStar. As a key member of our Service Desk, you will be responsible for providing exceptional technical support and customer service to our clients.Key ResponsibilitiesTechnical Support: Provide timely and effective technical support to clients via...

  • Technical Support Specialist

    2 months ago

    Bournemouth, Bournemouth, United Kingdom Quostar Full time

    Job SummaryWe are seeking a highly skilled and motivated Technical Support Specialist to join our team at QuoStar. As a key member of our Service Desk, you will be responsible for providing exceptional technical support and customer service to our clients.Key ResponsibilitiesTechnical Support: Provide timely and effective technical support to clients via...

  • Technical Support Specialist

    1 month ago

    Bournemouth, Bournemouth, United Kingdom ESET DACH Full time

    Job SummaryESET DACH is seeking a skilled Tier 2 Technical Support Engineer to join our team. As a key member of our customer support team, you will be responsible for providing technical product support to our customers, partners, and internal personnel.ResponsibilitiesAnswer and address all incoming support calls, web chats, emails, and voicemails from...

  • Technical Support Specialist

    1 month ago

    Bournemouth, Bournemouth, United Kingdom ESET DACH Full time

    Job SummaryESET DACH is seeking a skilled Tier 2 Technical Support Engineer to join our team. As a key member of our customer support team, you will be responsible for providing technical product support to our customers, partners, and internal personnel.ResponsibilitiesAnswer and address all incoming support calls, web chats, emails, and voicemails from...

  • Technical Support Specialist

    3 weeks ago

    Bournemouth, Bournemouth, United Kingdom ESET DACH Full time

    Job SummaryESET DACH is seeking a skilled Tier 1 Technical Customer Care Engineer to provide technical product support to our customers, partners, and internal personnel.Responsibilities and DutiesAnswer and address all incoming support calls, web chats, emails, and voicemails from customers.Take ownership of each issue assigned and effectively bring it to...

  • Technical Support Specialist

    3 weeks ago

    Bournemouth, Bournemouth, United Kingdom ESET DACH Full time

    Job SummaryESET DACH is seeking a skilled Tier 1 Technical Customer Care Engineer to provide technical product support to our customers, partners, and internal personnel.Responsibilities and DutiesAnswer and address all incoming support calls, web chats, emails, and voicemails from customers.Take ownership of each issue assigned and effectively bring it to...

  • Technical Support Specialist

    4 weeks ago

    Bournemouth, Bournemouth, United Kingdom ESET DACH Full time

    Job SummaryESET DACH is seeking a skilled Tier 1 Technical Customer Care Engineer to provide technical product support to our customers, partners, and internal personnel.ResponsibilitiesAnswer and address all incoming support calls, web chats, emails, and voicemails from customers.Take ownership of each issue assigned and effectively bring it to resolution...

  • Technical Support Specialist

    4 weeks ago

    Bournemouth, Bournemouth, United Kingdom ESET DACH Full time

    Job SummaryESET DACH is seeking a skilled Tier 1 Technical Customer Care Engineer to provide technical product support to our customers, partners, and internal personnel.ResponsibilitiesAnswer and address all incoming support calls, web chats, emails, and voicemails from customers.Take ownership of each issue assigned and effectively bring it to resolution...

  • Senior Care Worker

    4 months ago

    Bournemouth, United Kingdom Waterfalls Recruitment Ltd Full time

    **HEALTH CARE ASSISTANT (Tier 2 Sponsorship Available)** This job involve supporting people with all aspects of their daily life, including social and physical activities, personal care, mobility and meal times. Healthcare Workers can work in care homes, people’s own homes or the community. **What would I do?** Duties may include: - supporting people...

  • Technical Support Engineer

    1 month ago

    Bournemouth, Bournemouth, United Kingdom beBee Professionals Full time £30,000 - £45,000

    Join Our Team as a Field Service EngineerAt beBee Professionals, we're seeking a skilled Field Service Engineer to provide top-notch on-site installation, maintenance, and repair services for our clients. As a key member of our team, you'll ensure that our customers' technical equipment is functioning optimally and deliver exceptional customer support.Key...