Support Analyst ensuring service desk operations, responding to requests and maintaining IT hardware/software. Collaborating with staff through chat, phone, and Teams communications.
About the role
- Technical Support Engineer providing support for ESET products to customers and partners. Involves problem-solving, root cause analysis, and 24/7 availability.
Responsibilities
- Provide technical support for ESET products to our customers and partners
- Search for solutions of issues in cooperation with developers
- Gather data about new issues solved and provide them to other teams / departments
- Search for root cause of issues in various logs (ESET business products logs, Windows logs, Network logs, etc.)
- Search for solutions (from your knowledge, internal documents, external documents, previous cases) of issues
- For complex issues provide detailed findings to developers
- Provide 24/7 availability to our partners (11.5 hour shifts, in average there are 14 shifts per month)
Requirements
- At least 5 years of experience on similar position
- Active English language (min. B2 level written and spoken)
- Active Slovak language (min. B2 level written and spoken)
- Excellent communication skills
- Problem solving and solution seeking attitude
- Drive to learn
- Knowledge of at least one of the following is a must:
- Advanced/expert knowledge of UNIX/Linux OS
- Advanced/expert knowledge of Microsoft Windows Server
- Basic knowledge of following is a must:
- RDBMS
- Active Directory and GPO
- Network Topology/Layers, Networking protocols including the ability to analyze network traffic (with Wireshark)
- Networking Tools and Utilities
- AV/Firewall Rules and Policies
- Virtualization
- Knowledge of following is an advantage:
- Microsoft Exchange Server
- Microsoft SharePoint Server
- IBM Lotus Domino / HCL Domino
- Android
- Mac OS X
- ESET PROTECT
- Experience with antivirus products
- Experience with REST APIs
Benefits
- Health & well-being
- BenefitPlus
- Healthcare (check-ups/annual programs)
- Multisport card
- Travel card "električenka"
- Supplementary pension saving
- Sick days
- Family
- Marriage allowance
- Childbirth allowance
- Parental contribution
- ESET family events (Family day, St.Nicholas)
- Office Refreshments in the office (fruits, coffee, soft drinks)
- Let´s get together breakfast
- Activity room, quiet room
- ESET events (Žranica, Christmas party..), teambuildings
- Other Loyalty allowance
- Loyalty extra days off
- Loyalty cake
- Loyalty glass award
- Refer a friend
- Christmas presents
- Discounts from external providers
Job title
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