Resident Technical Support Engineer
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Key skills for this role
About the Role
Kaspersky is looking for a Resident Technical Support Engineer to act as a support contact for an MSA Enterprise Customer. The role involves providing technical support for Kaspersky products, troubleshooting issues, and escalating complex problems.
Key Skills for This Role
Responsibilities
- Follow established guidelines to answer routine customer requests and suggest alternative products or services
- Refer customers to published materials and secondary sources for accurate and prompt answers
- Follow internal procedures and quality standards to provide high quality technical support for Kaspersky products
- Communicate professionally with customers and partners in local and English languages
- Perform registration, classification, and prioritization of phone and self service requests
- Manage customer inquiries, troubleshoot issues, and research root causes using reference materials
- Escalate requests to higher support level groups according to internal procedures
- Promptly notify line management of exceptional technical issues
Requirements
- Basic knowledge of MS SharePoint, MS Teams, MS Exchange, MS SQL, Microsoft OS at system administration level
- Basic knowledge of corporate networking infrastructures including DNS, group policy, and AD structure
- Troubleshooting skills including ability to analyze logs, traces, and dump files
- Knowledge of web and messaging systems
- Knowledge of virtualization environments (VMware, Hyper V, Citrix)
- Knowledge of security solutions (firewalls, authentication, encryption, AV)
- Tertiary education in IT, Information Systems, or Computer Science, or equivalent certifications
- Customer and service oriented thinking
- Written and verbal English and native language of the location
Full Job Posting
Job Overview
- 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.
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.
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