Technical Support Engineer I Position Available In Merrimack, New Hampshire

Technical Support Engineer I
locations
Concord
time type
Full time
posted on
Posted Yesterday
job requisition id

JR-05281

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
Get to know us:
Our office is primarily Sales, Marketing and Technical Support oriented.
We don’t just show up ready for work; we come in ready to make a difference. Our employees are a diverse group of individuals with a wide range of backgrounds and interests.

We share these common goals:

Delivering a safer, better internet for our customers
Donating time, expertise and resources to charity
Supporting company-wide sustainability and green initiatives
Helping to educate the workforce of the future.
​
At ESET, work-life balance is an important topic. In our San Diego office we find creativity, commitment and innovation thrive in an atmosphere where employees are encouraged to relax, recharge and have fun!

Established:

1999