Technical Support Engineer II

Summary

Job description

FUNCTIONAL RESPONSIBILITIES AND DUTIES
• Provide technical support to customers, partners, and resellers for ESET products.
• Document, process, and analyse incoming customer requests through all communication channels.
• Gather relevant information based on requests received from the higher-level support and implement processes.

• Provide technical level 2& 3 support for consumer and business products.
• 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 requests in accordance with the defined procedures.
• Perform enhanced 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.
• Ad hoc duties as assigned.
REQUIREMENTS
• Tertiary education in IT, Computer Science, or equivalent

• Knowledge and experience with Wireshark, Procmon, Note++ tools.

• min. 2 years of experience providing remote technical support for cybersecurity solutions such as endpoint security, MFA, encryption, patch management, or remote management platforms
• Strong knowledge in the IT environment and cybersecurity technologies
• Advanced understanding of operating systems (Windows, macOS, Linux), network architecture, and application software troubleshooting

• Proficiency in written Chinese and spoken Mandarin to support Mandarin-speaking customers through email and phone communication.
• Analytical and structured thinking

• Relevant cybersecurity certifications are an added advantage

#LI-PY1 #LI-Hybrid #associate

Benefits

• Comprehensive health insurance: Coverage that includes dental care, to keep you at your best
• Gym perks: Subsidized gym membership to release endorphins at one of Singapore’s premium gyms

• Team sprit & recognition: Regular cohesive, team-events that bring everyone together
• Time to recharge: Generous leave policies for vacations and all of life’s big moments

• Modern office perks: Award-winning facilities that recharges the body, mind and soul
• Centrally located: Located right in the heart of Singapore’s CBD, amidst greenery and mouth-watering food options

• Hybrid work culture: Remote work arrangements that balance personal commitments and face/face time with co-workers
• Fuel your growth: Access to world-class learning platforms and development opportunities

Primary location

Additional locations

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