We’re waiting for you in our team!

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

Responsibilities

• Providing information about ESET software products and services;
• Providing technical consultations to customers by phone or email;
• Planning and conducting remote sessions using TeamViewer software;
• Installing and configuring ESET software;
• Installing additional software to ensure the stable operation of all systems;
• Selecting and providing ready-made instructions/recommendations based on experience in resolving typical issues;
• Finding solutions to non-standard issues and 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;
• Submitting files, file checksums, web links, and other samples to the antivirus laboratory for analysis of malicious activity and spam;
• Assisting customers in finding and removing threats;
• Restoring operating system functionality after damage;
• Submitting encrypted samples and log files to the antivirus laboratory in order to obtain a decryption tool;
• Collecting diagnostic information using the following utilities: ESET Log Collector, ESET SysInspector, ProcMon, Wireshark, Infoget, ESET SysVulnCheck;
• Analyzing diagnostic information to determine the causes of software malfunctions;
• Checking suspicious files in a cloud sandbox and providing relevant reports to designated customers;
• Preparing and submitting requests to the developer’s technical support team in cases where issues related to ESET products cannot be resolved independently;
• Documenting and transferring complex cases to specialized second-line technical support engineers;
• Completing regular training courses provided by the developer;
• Entering all information about completed work into the CRM system in accordance with established work reporting procedures;
• Providing other IT-related consulting services.

Requirements for candidates

• Previous work experience is acceptable at a minimum level;
• Higher technical education and an analytical mindset;
• Good communication and presentation skills;
• Practical experience in administering Windows and Linux servers;
• Experience installing, updating, and supporting services;
• Experience administering email receiving, sending, and processing systems;
• Experience administering databases;
• Experience administering virtualization systems;
• Experience 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