Senior Technical Support Engineer

Job Scope

The Senior Technical Support Engineer is accountable for supervising the company technical support department and team of engineers addressing issues in a timely and efficient manner and maintaining strong relationships with partners and end users ensuring full satisfaction at all times.

Main Duties and Responsibilities

• Supervise and lead the installation and configuration of products and solutions requested by clients as required
• Attend to technical issues raised by partners and end users in a timely and efficient manner while ensuring proper prioritization of incoming cases
• Support the team with specifications on the company products and services, technical details, troubleshooting issues and comparisons pertaining to competitive models
• Prepare and deliver tender specifications and request for proposals (RFPs) related to products and services that best suit client’s requirements and needs
• Provide in-depth root cause analysis of reported technical issues and recommend remedial actions to the direct manager
• Establish and maintain strong relationships with partners and clients and ensure constant communication and support to vendors
• Assist in the presentation of effective POC/demo to partners/end users

Position Requirements

• Excellent knowledge of Networking, Microsoft Server platforms, Virtualization platforms (VMware, Hyper-V etc.). Knowledge of Linux Server platforms.
• Technical training and competence in understanding of infrastructures in Cloud environment (AWS, Microsoft Azure, Google etc.).
• Knowledge of Endpoint Security, Management Consoles, Mail Security, Encryption, Backup, MFA , EDR, DLP and familiarity with all technical cyber security procedures will be considered a significant advantage.
• Previous experience in the field of cyber security and/or knowledge of ESET products and technologies will also be considered a significant advantage.

Education

• Bachelor’s degree in Computer Science or any other related field

Experience

• At least 3 years of relevant experience.