We’re waiting for you in our team!

We are looking for a Technical Support Specialist to work with ESET products. The role involves advising customers, resolving technical issues, participating in software configuration and support, as well as cooperating with internal teams and the manufacturer.

Responsibilities

• Providing information about ESET software products and services;
• Providing technical consultations to customers by phone or email;
• Planning and providing remote support sessions using TeamViewer;
• Installing and configuring ESET software;
• Installing additional software to ensure the stable operation of all systems;
• Selecting and providing pre-prepared instructions/recommendations based on experience in resolving typical issues;
• Finding solutions to non-standard issues, creating and adding new instructions/recommendations to the internal knowledge base;
• Testing new ESET products and preparing relevant reports;
• Testing false positive detections in files and links;
• Sending files, file checksums, web links, and other samples to the antivirus laboratory to check for malicious activity and spam;
• Helping customers identify and remove threats;
• Restoring OS functionality after damage;
• Sending encrypted samples and log files to the antivirus laboratory in order to obtain a decryption tool;
• Collecting diagnostic information using the following tools: ESET Log Collector, ESET SysInspector, ProcMon, Wireshark, Infoget, ESET SysVulnCheck;
• Analyzing diagnostic information to identify the causes of software malfunctions;
• Checking suspicious files in a cloud sandbox and providing relevant reports to designated customers;
• Preparing and sending requests to the manufacturer’s technical support team when an issue related to ESET products cannot be resolved independently;
• Processing and escalating complex cases to specialized second-line technical support engineers;
• Regularly completing training courses provided by the manufacturer;
• Recording all information about completed work in the CRM system in accordance with established work reporting rules;
• Providing other consulting services in the field of IT.

Requirements for candidates

• Minimum work experience is sufficient;
• Higher technical education and analytical thinking;
• Good communication and presentation skills;
• Practical experience in administering Windows and Linux servers;
• Experience in installing, updating, and supporting services;
• Experience in administering email receiving, sending, and processing systems;
• Experience in database administration;
• Experience in administering virtualization systems;
• Experience in administering backup systems;
• Experience working with monitoring and logging systems;
• Troubleshooting skills.

We Offer

• Official employment
• Stable salary (negotiated based on interview results)
• Offline office work format
• Working hours: 9:00–18:00
• Friendly and professional team
• Opportunities for professional growth and training
• Comfortable working conditions