Resident Technical Support Engineer

Kaspersky has been protecting individuals and corporate clients all over the world from cyber threats for 26 years.

We have 400 million unique users, 270 000 corporate clients, 517 products, 1100 technological patents and 34 offices around the world.

Today our team has more than 4 500 top level experts, all of them regular people with their own talents and hobbies.

Together we protect the world from cyber threats.

Join us to become part of an exceptional team, while remaining yourself and using your skills to keep us growing and evolving.

We are now looking for a Resident Technical Support Engineer who will be acting as a support contact for one of our MSA Enterprise Customers.

Main Responsibilities:

• Follow established guidelines or checklists to answer routine customer requests and suggest or promote alternative products or services;
• Refer customers to published materials and secondary sources (i.e. support portal, forum) so that customer enquiries are answered accurately and promptly;
• Follow established internal procedures, regulations and quality standards in order to provide high quality technical support and assistance regarding Company's products and services to partners’ engineers or B2B customers;
• Professionally communicate with customers and partners in local and in English language to quickly respond to their calls, web cases, e-mail and provide prompt resolution to ensure customer satisfaction;
• Perform registration, classification and prioritization of phone and self-service requests through given systems;
• Manage customer inquiries, troubleshoot customer issues and using appropriate reference materials and internal knowledge documents, research what may be the root cause of a problem;
• Escalate requests to higher support level groups according to the internal procedures;
• Promptly notify line management of exceptional technical issues.

This is not an exhaustive list of duties and the incumbent will be expected to perform different tasks as necessitated by his/her changing role within the organization and the overall business objectives of the organization.

Required technical skills:

Basic knowledge in:

• MS SharePoint
• MS Teams
• MS Exchange
• MS SQL
• Microsoft OS (Server 2008+ and Windows 7+) at a system administration level
• Corporate networking infrastructures, including DNS, group policy, and AD structure etc.
• Troubleshooting skills including the ability to analyze logs, traces, and dump files
• Web and Messaging Systems
• Virtualization environments (VMware, Hyper-V, Citrix)
• Security solutions (Firewalls/authentication/encryption/AV MS, etc.)
• Experience with ticket systems as a plus

Education:

Tertiary education in Information Technology, Information Systems or Computer Science field and/or industry certifications or similar/equivalent.

• CompTIA A+ or equivalent
• CompTIA N+ or equivalent
• CompTIA Server+ or equivalent
• MCP: Windows Server and Windows Client Systems

Required personal characteristics:

• Customer and service oriented thinking
• Must be ready to improve own knowledge
• Ready to do the extra mile for customers and partners
• Ability to explain complex ideas in simple terms
• Conflict resolution skills
• Languages: Written and verbal English and Native language of the location

Application process:

• HR Interview (30 min)
• Test assignment
• Interview with Hiring Team
• Meeting with Regional HR Lead
• Offer stage & Reference check