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. Job description FUNCTIONAL RESPONSIBILITIES AND DUTIES * Provide basic technical support to customers, partners and resellers for ESET products. * Document, process and analyze basic incoming customer requests through all communication channels. * Gather relevant information based on requests from higher level support and implemented processes. * 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 basic requests in accordance with the defined procedures. * Perform basic troubleshooting. * Become familiar with existing products and their components as well as with the tools, * processes and procedures that are relevant for the team. * Consult the superior on problems and risks in a timely manner. * 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. REQUIREMENTS Education: * Completed IT-related education or equivalent qualification Experience: * Years of work experience: 6 months-1 year Knowledge: * Theoretical and practical knowledge in the IT environment * Understanding of operating systems (Windows, macOS, Linux), network architecture and application software * High analytical skills and structured way of working Language: * English B1 Communication: * Very good verbal and written communication Managerial skills: * N/A Personal characteristics: * N/A ESET is a performance driven organization and our total rewards approach to compensation is designed to support this. We consider many factors in determining base compensation, including position scope, job related knowledge, education, skills, experience, and work location. The expected hourly rate for this positions is $22.95 including eligibility for bi-annual bonus based on meeting target goals. Additional benefits, such as health & wellness, performance bonuses, product discounts, holidays, paid time off, etc. may also be offered in accordance with our plans. Benefits Health & well-being * Cigna Medical Plan * Cigna Dental Plan * EyeMed Vision Plan * Reliance Standard Life Insurance * Reliance Standard Long Term Disability Plan * HealthJoy Employee Assistance Program * Cigna Supplemental Insurance * Lifestyle Spending Account * Bi-Weekly Mediation Series * On-site Gym and shower facilities Family * Volunteer Day off * Paid Time off * Tuition Reimbursement * Birthing Parent Match * Pet Insurance Office * Recreational Zone * Coffee & Snacks * Parking Benefit Other * Benefit Hub - Discounts on travel, cars, electronics, etc… * 401(k) retirement savings * ESET's Charitable Contributions Program * Referral Program Primary location Concord Additional locations Time type Full time